Customer Success Manager- EMEA

Description

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Dot’s SaaS solutions are based on the world’s most innovative cloud technology provider, salesforce.com. We are a young and innovative software company, looking to dramatically change how pharma, biotech and medical device companies manage their quality and compliance regulated processes.

We are looking for an English and German speaking Customer Success Manger (CSM) to become an integral part of our Customer Success team. As a CSM, you will lead the customer through their journey at Dot Compliance, facilitate adoption and ensure engagement. You will be working in collaboration with the customers and closely with our services, support, product, and sales teams.

Our ideal candidate should be passionate about learning innovative technologies, organizing information / data, working according to procedures and regulatory requirements, and keen on becoming a part of a growing and dynamic team. You will succeed in this role if you are a problem solver that likes to work with people to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires individuals to be customer service oriented. 

Responsibilities:

• Maintain consistent and consultative interactions with customers via email, web meetings, and where appropriate in-person meetings.
• Ensure understanding of customer’s health, overall solution usage, successes, and challenges with Dot Compliance.
• Reduce customer churn through identification of potential risk and development of risk mitigation plans.
• Nurture customer relationships built on advocacy, loyalty, and trust.
• Utilize available software tools to maintain up-to-date customer records.
• Manage and negotiate renewal opportunities.
• Drive overall customer satisfaction through strategic action derived from surveys, emails, direct interaction, and user sessions such as workshops or webinars.
• Develop and execute customer engagement/success plans with the intent to retain and generate additional expansion opportunities.
• Collaborate with other departments as necessary to support the customer’s success and satisfaction.
• Collaborate and lead initiatives to build resources, material, and tools to assist with customer value realization and adoption.

Requirements

• 3-5 years of experience in customer success management role
• Excellent written and oral communication skills in both English and German.
• People oriented and high social skills.
• Technical orientation is a must.
• Independent learner with the ability to adapt and understand concepts with agility. 
• Team Player, able to excel in a rapidly changing, hyper-growth, start-up environment.
• Good presentation skills.

• Preferred requirements:
• Knowledge of Salesforce administration or development.
• Knowledge in QA or software validation.
• Knowledge of the life science industry.