If you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution – you have come to the right place. We develop future technologies to conquer supply chain complexity, together.
Koerber Supply Chain prides itself on providing industry-leading supply chain solutions to our customers. We foster a culture of customer service and innovation while working to provide unique solutions to problems faced by companies across the globe.
The Customer Success Manager is a customer-facing position within the Körber Supply Chain Support, Delivery, and Operations (SDO) group. This position will report to the Customer Engagement Executive. The position is vital for driving customer satisfaction for the various Supply Chain product offerings at Körber Supply Chain.
About you:
As a Customer Success Manager, you are passionate about leveraging your communication, organization, and partnership building skills to provide seamless and efficient support solutions. You have a keen eye for identifying risks, opportunities, and a knack for problem-solving. You excel in a fast-paced environment where you can apply your knowledge of Körber team’s, processes, and solutions to ensure successful long-term business relationships with our customers.
Your background includes a solid foundation in enterprise software solutions coupled with a customer-centric approach. You use these skills to ensure that you not only identify risks and build proactive approaches to address them but also empower your customers to understand and build confidence in Körber. You are committed to staying up to date with the latest technologies, enabling you to adapt swiftly to evolving landscapes and deliver customer excellence. Your goal is to consistently exceed expectations.
Responsibilities:
- Engagement with identified customers, to understand their challenges and opportunities.
- Build trust and subject matter expertise throughout the Customer’s journey
- Establish and maintain relationships throughout the broader Körber organization. A need to understand where to go, and when, for various customer challenges
- Track Key Performance Indicators to understand and adapt strategies to ensure Customer satisfaction and escalation deferral
- Be the primary point of contact for the customer leadership, including for escalations to ensure their concerns are addressed quickly and efficiently, without needing the customer to directly engage other areas of Körber
- Provide support for Körber Executives in internal and external engagements
- Engage with and understand the role of partners in the delivery of Koerber services
- Provide remote and on-site presentations in support of executives and Customers on all engagement levels
- Ensure proactive approaches, including environmental with scalability, to deflect business-impacting support issues
- Partner with Product Development and Engineering, Operations, Sales, Customer Support and Product Management to identify, address, and mitigate production risks
- Formalize Success Plans across each key customer
- Availability for escalation assistance for the 24/7 coverage team as part of on-call rotation
- Ensure key talking points for the team and the broader organization are defined and consistent across the organization and customer base
Required:
- BS/BA in a technical or business-related area
- 4+ years in a customer-facing role, such as support, implementation, consulting or account management
- Experience with enterprise-level SaaS solutions
- Experience with risk identification and resolution
- Strong customer service, analytical and communication skills
- Ability to respond to ambiguous situations and/or processes to deliver an excellent customer experience
- Proven ability to multi-task and thrive in a dynamic, fast-paced, high-growth environment
- Ability to promote partnerships across internal and external stakeholders
- Able to coordinate cross-functional teams to resolve complex issues within a designated time frame including pressure situations with a service down situation
- Independent and collaborative team member across multiple organizations in Koerber
- Strong leadership skills
- Fluency in English
- Ability to travel 25%
Preferred: (the more the better)
- Strong knowledge of SaaS environments for supply chain software
- High-level knowledge of cloud infrastructure and services
- Supply Chain and Distribution Industry knowledge and experience
- ServiceNow, Moogsoft, Datadog, LogicMonitor experience