[Hiring] Customer Success Manager @Vizrt

Role Description

The Customer Success Manager will be responsible for ensuring our customers and partners in Central and Eastern Europe are receiving a world-class post-sale customer care and technical service program. Our growth strategy is underpinned by successfully pivoting to a recurring offering with our existing and new products. The CSM team is crucial in establishing the relationship between Vizrt and our customers, by partnering with customers to implement, adopt, and support them.

We are expecting someone based in Austria, Germany or any other European country and someone who speaks German and English fluently.

Qualifications

• Communications, engineering, marketing degree or similar
• Very good knowledge of tools and software for video/TV production
• 5+ years' experience in broadcast production, broadcast systems vendor (service team) or similar
• Basic knowledge of Cloud and IP environments
• Proven track record of working in problem-solving and coordinating/team-leading role
• Familiarity with Vizrt products for operations or maintenance activities
• Highly organized and able to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• Knowledge of customer success processes
• Experience in document creation
• German and English languages fluency
• Patient and active listener
• Passion for service

Requirements

• This role will require a self-starter approach with minimal supervision and significant leadership skills.
• He/she should have very strong inter-personal and communication skills.
• Upholding a customer-centric focus and mind-set, under the direction of the Global Director of Customer Success.
• Needs to know how and when to escalate.

Responsibilities

• Drive proactive customer care and service and ensure smooth customer renewal and high customer satisfaction.
• Initially, success metrics will focus on Customer Satisfaction (referrals, testimonials, CSAT etc) and in time, additional metrics used to monitor success are likely to be around ARR growth, NRR rates, NPS, Customer engagement (health scores) and others.

Tasks and Duties

• Drive customer success outcomes with a clear path to value for each customer relationship.
• Work in partnership with our Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell.
• Define our customer journey as part of our CS Strategy that maps the experience, moments that matter, and defines inflection points through the journey.
• Deliver a world-class Customer Enablement program across our segments.
• Contribute to a world-class CSM team that is engaged and purpose-driven.
• Measure and optimize success with the right processes and technology in place.
• Use a combination of internal intelligence and analysis combined with thought leadership across the industry to influence ongoing strategy.
• Build a Customer Success mindset across the organization through effective partnership work.

Benefits

• Health Insurance
• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance
• Professional Development: Opportunities for ongoing training
• Join our team and take advantage of these benefits while working in a dynamic and supportive environment

Recruitment Process

• Recruiter Screening
• Team Interview
• Case Interview
• Final Interview