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Senior Customer Success Manager, Commerce DACH
Germany (Remote); London (United Kingdom) / Weert (Netherlands)
As a Senior Customer Success Manager, you will be the trusted advisor and Commerce SME for our customers. You will have the mission to drive customer engagement, product adoption, satisfaction and advocacy, in line with agreed upon joint focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers' desired outcomes, either through existing or new products and capabilities.
This candidate must be fluent in German as the portfolio will be comprised of DACH customers.
There won't be any typical day in this position, but here are some priorities to focus on:- Grow customers' depth of understanding by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions.
- Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions.
- Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs).
- Advocate the customers' needs across departments internally.
- As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process.
- Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative.
To be successful in this role, you must be able to understand technical concepts as well as have a strong business acumen, both of which will enable you to see the big picture. You will be required to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.
Among other things, we will be requiring:- Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
- Strong analytical skills; ability to translate numbers into a value story.
- Strong functional consultative approach to customer management with a passion for identifying solutions to meet customers' business goals (understanding how complex solutions work in practice).
- Tech-savvy: strong technical enterprise-level computer software background supporting customers in a SAAS environment.
- Experience in a similar customer success role or in a solution consulting role.
- Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions.
- Experience with BI tools / analytics.
- Understanding of technical concepts and translating these into practical applications within the Coveo platform.
Do we have a fit?
Send us your resume! Join the CoveoLife!
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
We appreciate your interest in Coveo. We will be in touch with you shortly.
Recruiting now
