Customer Success Manager Concrete Portugal/Spain

Help us decarbonize the cement and concrete industry.

alcemy was founded to reduce the massive CO2 footprint of the cement and concrete industry. Concrete is humanity's second most used material by volume and its production is responsible for around 8% of global CO2 emissions.

We are changing this! We leverage machine learning to provide smart production control software to the cement and concrete supply chain to improve efficiency and allow for the production of low-carbon cement and concrete at large scale. Our software is used 24/7 in cement and concrete plants to optimize production and reduce carbon emissions today. We are currently enabling our customers to save more than 100 000 tons of CO2 emissions each year and we aim to save 100 million tons per year in 2030.

What you'd be doing:

Customer Value and Success Management

• Act as a strategic partner, ensuring customers realize maximum value from our solutions.
• Understand customer goals, challenges, and success metrics to drive measurable business outcomes.
• Conduct Quarterly Business Reviews (QBRs) and performance reviews to showcase ROI and optimize customer strategies.
• Develop and implement Customer Success Plans to align solutions with customer needs.
• Track and report on key Customer Success KPIs

2. Customer Management

• Build and maintain strong, long-term relationships with key stakeholders on all levels (operational personell, mid management and C-level).
• Serve as the primary point of contact for customer engagement and advocacy.
• Drive customer adoption and utilization through proactive engagement and best practices.
• Identify opportunities for upselling and cross-selling based on customer needs and behavior.
• Collaborate with Sales and Account Management teams to drive renewals and expansion revenue.

3. Change Management

• Support customers in navigating organizational and process changes when implementing our solutions.
• Provide guidance and best practices to help customers optimize workflows and digital transformation efforts.
• Address resistance to change by ensuring alignment between internal stakeholders and end-users.
• Act as a champion for customer education and training to facilitate smooth adoption.

4. Project & Service Management

• Lead and coordinate customer onboarding and implementation processes to ensure a smooth transition.
• Manage customer expectations, timelines, and deliverables to ensure a successful rollout.
• Work closely with Sales, Product and Engineering teams to handle customer requests efficiently.
• Gather customer feedback and provide insights to internal teams for product improvements and innovation.
• Develop and optimize customer service processes to enhance the overall customer experience.

As a Customer Success Manager at alcemy, you have the opportunity to introduce a new AI powered product into an industry that is characterized by long lasting relationships

Requirements

You'd be a great fit if you have:

• You possessed by a high degree of social competence and excellent communication skills
• Experience in working with different level of stakeholders, from plant operators to management and C-Level
• Experience and Understanding of Customer Management, Account Management and Change Management of Middle Tier and larger Enterprise customers
• Academic experience in material sciences of concrete, geology, concrete or concrete construction
• 2 years of practical experience in the field of concrete technology, E-certificate is a plus
• Experience in quality monitoring including testing of concrete as well as good knowledge of concrete raw materials and their influence on fresh and hardened concrete properties
• Independent and self-reliant way of working and enthusiasm to break new ground
• You can quickly empathize with complex customer needs and challenges and enjoy working closely with customers
• You are able to prioritize and manage multiple projects simultaneously
• High willingness to travel, German, Portuguese/Spain native / professional language and good English skills

Benefits

What we offer:

• A company culture where honesty, professionalism, and integrity run deep with an open feedback culture and regular 1:1 meetings.
• Flat hierarchies, efficient decision-making processes, and an agile company structure.
• Competitive market-rate salary aligned with your experience.
• VSOP equity options vested equally over 4 years (for working 40h a week/full time)
• Work fully remotely within Germany or from our office in the heart of Berlin with flexible working hours.
• Of course, free drinks, fruit and snacks in the office.
• Regular team activities and team weeks a few times per year.
• Mac or Linux laptop.
• Budget for personal and professional development - 1500€/year & 3 days/quarter.
• English is our main language of communication.
• 28 days of vacation per year and an additional day of vacation every 2 years at alcemy.
• Access to nilo.health - the comprehensive mental well-being platform that provides access to 1-to-1 sessions with psychologists, group sessions and self-guided tools.
• Access to heynanny - flexible childcare and eldercare support with on-demand nannies, eldercare services, live webinars, and one-on-one calls for professional guidance.
• Dog-friendly office with specific rules in place, as well as dog-free areas for work and relaxation.
• Regular knowledge-sharing through our internal masterclasses.

Working at alcemy

• We value transparency, and direct feedback and are always open to refactoring how we work together.
• No one is on-call.
• We’ve been working hard to get a defined career progression framework in place, charting out both technical expert & management tracks.
• We are passionate about helping our customers and always approach them and each other in a supportive and appreciative way.

Diversity, Equity & Inclusion (DEI) at alcemy

For the past two years, we have been dedicated to enhancing the diversity and inclusivity of our company. We have organized diversity workshops and established a DEI workgroup. By actively collecting feedback, educating our team, and considering new ideas, we have implemented several key improvements:

• Flexible work schedules to help you balance your job with your personal life.
• Access to nilo.health, a comprehensive mental well-being platform that provides 1-to-1 sessions with psychologists, group sessions, and self-guided tools, including sessions with representatives of minorities.
• A diverse team to work with. We have team members across different age profiles, ethnicities, religions, gender identities, and orientations.
• No mandatory vacation periods: use your time off for religious holidays, special events, or however you see fit.
• Collecting feedback from team members during 1:1 meetings with team leaders, AMA sessions with the founders, and through regular engagement surveys.

We’re committed to creating a workplace where everyone feels valued and included. Our journey toward diversity, equity, and inclusion is ongoing, and we’re excited about the progress we’ll make.

Hiring Process

Our hiring process is fully remote and we’ll communicate with you over email and video chat.

• Initial 1:1 screening call (30 minutes) with one of our team members
• Complete a take-home task relevant to the actual work you’d be doing
• A technical interview (60 minutes)
• A team interview (45 minutes) with 2 of your future team members
• Reference check - we contact two references you provide (e.g. former work colleagues)
• Decision

We encourage applicants from diverse backgrounds to apply. We also understand how stressful interviews can be. Let us know if there is anything we can do to improve the process so you can demonstrate your skills. To do so, contact Magdalena Milecka at magdalena.milecka@alcemy.tech.