Stonebranch builds IT orchestration and automation solutions that transform business IT environments from simple IT task automation into sophisticated, real-time business service orchestration. No matter the degree of automation, the Stonebranch platform is simple, modern, and secure. Using Stonebranch Universal Automation Center (UAC), enterprises can seamlessly orchestrate workloads and data across technology ecosystems and silos. Headquartered in Atlanta, Georgia, with points of contact and support throughout the Americas, Europe, and Asia, Stonebranch serves some of the world’s largest financial, manufacturing, healthcare, travel, transportation, energy, and technology institutions.
Your Part in this Growth Story:
The right individual will join our team at Stonebranch and contribute to our growth with this exciting new opportunity. We are looking for a motivated Customer Success Manager with a collaborative work ethic and teamwork spirit to join the team in Paris, France.
A Customer Success Manager at Stonebranch is a senior resource that engages with global and enterprise customers to drive Stonebranch’s product adoption and demonstrate ongoing value. This position is responsible for the complete post-sales lifecycle and needs to maximize the success of our customers. It will also have the responsibility to coordinate all Customer Success activities (Onboarding, Adoption, Consumption and Retention) resulting in securing and expanding the Stonebranch footprint in the customer’s environment. The CSM supports customers in their journey to create value out of their investments returning into (over)achieving their objectives and desired business outcomes.
The CSM will report to the Regional Sales Director and will interface with Marketing, Sales, Professional Services, Solution Engineering, and Finance teams. This will be a remote position, but quarterly travel to our EMEA Headquarters in Frankfurt, Germany will be required.
Your Impact on The Organization:
The right candidate will develop strong customer relationships promoting growth, support, retention, and loyalty.
- Take full responsibility of maximizing existing customer’s recurring revenues, securing annual renewals, increasing renewal rates, driving upsells / cross sells, and reducing churn.
- Develop and maintain long-term strong customer relationships and be a trusted advisor to them.
- Adhere to a Customer Success Plan (CSP) based on a structured programmatic approach.
- Translate customer strategy and needs into expanded usage of Stonebranch solutions.
- Guide customers in their journey to discover full value out of Stonebranch solutions.
- Ensure that the customer experiences an easy onboarding process of our solutions as well as to provide strategic guidance on how customers can maximize the adoption and usage of our solutions to their benefit.
- Collaboration with cross functional groups across the organization to further develop customer relationship.
- Collaborate very closely with Stonebranch Sales Managers to ensure growth and increased footprint including the identification of cross- and upsell opportunities.
- Collaborate with consulting, support, and service team to maximize customer satisfaction by for example ensuring products & solutions are smoothly implemented, deployed and support tickets solved effectively.
- Support Stonebranch Services team to establish a collaboration model between customer and engineering to create a closed loop between Stonebranch product capabilities and customer needs.
- Regular collaboration with the Stonebranch Training & Enablement team to develop advanced competence of customers about Stonebranch’s portfolio.
- Influence lifetime value through higher product adoption, customer satisfaction.
- Pro-active Customer Health monitoring and gaining real-time business insights.
- Schedule and lead regular Business Reviews in which overall status is measured in close collaboration with customers.
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
- Being the main point of contact between Stonebranch and several named global and/or enterprise accounts. This could be in support of a Sales Manager where one has been assigned to the account.
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
- Establish management level relationships between customers and Stonebranch.
What You Will Bring to the Team:
- 10+ years’ experience in sales client facing role.
- Strong proficiency in English (both written and spoken).
- Have significant experience collaborating with senior IT and business leaders as well as a variety of internal stakeholders from different departments.
- Direct customer advocacy and engagement experiences in post-sales functions.
- Successfully managed customer journeys and engagements to completion and customer satisfaction.
- Strong presentation, communication, and cross-functional collaboration skills across all levels.
- Excellent analytical and problem-solving skills.
- Demonstrate success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention.
- Knowledge of IT technology and preferably IT Infrastructure and Operations.
- Proven track record of overachieving targets and goals.
- B2B Tech company background highly preferred.
- Proficiency in Microsoft 360 product suite.
- Bachelor's degree or higher.
Why You’ll Love Stonebranch:
- Competitive compensation
- Attractive commission for upselling into existing accounts and new customer acquisitions
- Great company culture
- Regular social events
- Work in a motivated, experienced, and international team of top performers
- Continuous professional development
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
