Customer Success Manager - German or French language

We are looking for a Customer Success Manager that has the drive and passion to delight customers throughout their inRiver journey
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Do you want to work with a market-leading solution, front-line technology and team-up with driven, dedicated, and skilled people?  

inRiver is a highly ambitious, global company with high growth in the software industry. At inRiver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization.  

The role

We are looking for a Customer Success Manager that has the drive and passion to delight customers throughout their inRiver journey. The Customer Success Manager will manage a subset of our customer base with the goal of supporting the customer from on boarding through adoption and use expansion. You will align closely with our account teams, consult with expert services, and build a success strategy to support the customer throughout their life cycle. This position is an integral part of our long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership. inRiver focuses on the customer experience and ensuring each client is fully on boarded, realizing value quickly and ultimately driving adoption with outcomes that lead to renewals.

The CSM will work strategically and possess proper knowledge of the company's products and services to support and share knowledge on our community, answer on their requests and recognize when to escalate issues to other departments. The successful CSM will have a minimum of 3 years of experience to help integrate, adopt, and deliver success criteria to maximize the customer’s investment by growing advocates and working proactively to be the ultimate voice of the customer. 

Responsibilities:

  • Lead post-sales activities on a portfolio of customers through strong relationship-building, product knowledge, planning, and execution
  • Retain long-term value through advocacy by providing value throughout the customer partnership
  • Real passion for providing top-notch account oversight
  • Excellent time management skills with the ability to track numerous details and competing priorities
  • Analyze data independently to discover insights that drive recommendations for clients
  • Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action
  • Establish and oversee the customer’s adoption, training, and development of best practices to continually drive the customer return on investment (ROI)
  • Network with other departments and document processes and touch points with other teams that affect customers
  • Identify and mitigate risk
  • Provide ideas and help create Community content ensuring customers get answers to their questions

Qualifications:

  • Bachelor’s degree in business, computer science, or IT related field, master’s in business or related field preferred 
  • Minimum of 3 years Customer Success experience
  • Strong communication and customer (video) interaction skills
  • Excellent written and oral communication skills in English. In addition, French, Dutch or German speaking preferred
  • Ability to multi-task and provide excellent follow-up  
  • Demonstrated ability to be proactive and take initiative to get things done
  • Ability to work in a fast paced, multiple account environment
  • Proven team player
  • Strong client empathy, a deep understanding of value drivers, and passion for solving complex problems
  • Fast learner, adept in understanding and articulating new technologies

Technical:

  • Experience understanding of SaaS/Cloud solutions and technology desired.
  • Understanding of organizational change management
  • Able to interpret technical requirements and translate solutions to involved parties up to C-level or enterprise level customer stakeholders
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
  • SalesForce, Zendesk experience desired 

Personal 

We are looking for a tenacious, outgoing, social, curious, and structured team member. You have a strong solution driven focus and a real passion for delighting customers every step of the journey. And of course: able to live the inRiver core values:  

  • We act responsibly
  • We have fun
  • We take action
  • We simplify
  • We are trustworthy

 No one is as smart as all of us! 

Or, know someone who would be a perfect fit? Let them know!

Bos en Lommerplein 270-300
1055 RW Amsterdam Directions View page

Malmö

Södra Tullgatan 4
211 40 Malmö Directions sales@inriver.com +46 40 97 38 80 View page

Goal-oriented, hardworking, dedicated, and good fun.

Our global team of inRiverians is a dedicated team of professionals where each individual contributes to the strength of our company. We all work toward our common goal of bringing a truly extraordinary PIM solution to the market. Together, as a team, we create global SaaS solutions that are both agile and smart. 
Want to join our fast-growing, global team? 

Already working at inRiver?

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