Customer Retention Manager (SaaS - Enterprise Solution)

Responsibilities:

• Continuously collecting, validating and capturing customer feedback on the product
• Regular exchange with the different product users and stakeholders to understand their roles and use cases and to take them into account in change management
• Collaboration with the marketing team on various projects, such as marketing our 'concierge service'
• Ensure customer journey documentation in Salesforce is always up-to-date
• Analyzing and discussing usage metrics and their development with key decision makers of our customers
• Ensuring a flawless customer experience and excellent service
• Working closely with internal teams, such as customer support and the product team, to ensure the best possible customer experience and seamless product development

What you bring with you:

• Professional experience: You have 3-5 years of professional experience in a customer success or retention position; Previous experience in sales or key account management is welcome.
• Problem Solving : You have a connected mindset and a can-do mentality that allows you to recombine known solutions and apply them to new problems.
• Processes : You have strong analysis skills of data and processes, which you use to create reports and implementable process optimizations.
• Communication : You have a persuasive demeanor and diplomatic negotiation skills, which come in handy when dealing with internal stakeholders and customers. You also have the ability to keep a cool head in difficult situations in order to ensure goal-oriented communication.
• Working method: You work result-oriented, independently and with a high degree of self-organization. You know how to set priorities correctly and coordinate yourself across teams with several participants.
• You speak fluent German and have business fluent English as well as French or Italian skills.