(Senior) Customer Success Manager (f/m/d)

The Role

We are looking for an (Senior) Customer Success Manager (f/m/d) who is excited to join us
in building the first global supplier search engine. As a tech-driven company we are looking
for support to grow the business commercially and be at the forefront of digital
transformation in the procurement space together with our customers.

What we offer

• Working in a fast-paced environment with challenging tasks (zero-boredom-
  guarantee)
• High ownership and the freedom of managing your own projects
• Direct collaboration with the founders
• Rapid professional development & leadership opportunities with steep learning curve
• Awesome team events and an inclusive company culture with a diverse team

Your responsibilities

• Manage Enterprise Accounts: Develop and maintain trusted advisor relationships
  with Senior Stakeholders at B2B customer organizations (e.g. with Director, VP
  Level); create and execute Joint Success Plans, establishing critical goals to help
  customers achieve their objectives
• Develop Partnerships: Proactively identify upsell opportunities and new business
  potentials at your managed Accounts
• Manage Projects: Align with users on eSourcing project needs and ensure a
  seamless experience from onboarding to ongoing support in alignment with internal
  teams, e.g. Product Operations
• Deliver Product Demos / Webinars: Showcase our offerings to potential new users
  within the customer organization highlighting key features and benefits of Alpas
• Monitor KPIs: Measure and report customers’ achievement of critical performance
  indicators internally and leverage data to effectively drive successful adoption and
  retention of your accounts / users
• Creating Insights: Translate customer usage data into actionable advice for
  Customer Senior Stakeholders and translate results into tangible Success Stories
• Drive Innovation: Act as the voice of the customer to drive the evolution of Alpas’
  product and platform functionalities e.g. through sharing your insights on Customers’
  needs & painpoints with Product Management
• Enhance Customer Success Practices: Contribute to the development of CS best
  practices e.g. with regards to Customer Onboarding, the Tool Stack and the overall
  Customer Journey to enhance team expertise
• Working in a Team: Work in a team of high performing individuals and collaborate
  cross-functionally with Sales, Marketing, Product and Tech teams.
• Travel: Occasional travel to customer sites and exhibitions

The role of a Customer Success Manager focuses on delivering value to our customers,
managing the relationships, and providing excellent customer support to avoid churn, drive
growth and maintain our customers’ high satisfaction.

Your experience

• 3-4 years Proven track record in consultative Customer Success managing large
  customers, ideally in a complex B2B SaaS tech company
• Ideally, 2-3 years of work experience in start-up environment or similar (consulting/
  finance)
• Proven track record of successful project management and customer communication
• Exceptional communication skills, with the ability to build credibility with both
  Executives and operational teams on both Customer Success and Procurement
  topics
• Ability to identify upsell opportunities and develop actionable plans to drive expansion
• Affinity for tech and data science topics
• Native-level German and excellent English
• Proficiency in Microsoft Office
• Optional: Experience in B2B startup in procurement and/ or supply chain
  management

What we value

• Honest, fast, and open collaboration as well as strong communication skills
• Resourceful self-starters who hold themselves to high standards, have attention to
  detail, are intrinsically motivated & eager to learn on a daily basis
• Proactive hands-on working style with passion for customer-facing tasks
• Team members who are excited about our mission & tech
• Shared success through stock options and competitive salaries

Alpas is proud to be an equal opportunity employer. We view diversity as a moral imperative
and competitive advantage. We are committed to equal employment opportunities
regardless of race, religion, color, national origin, gender, sexual orientation, age, marital
status, veteran status, or disability status. If you have a disability or special need that
requires accommodation, please let us know.