Customer Success Manager in Postbank Frankfurt, Hessen at Harmonic, Inc

Customer Success Manager

Harmonic is the worldwide leader in software-based cable access solutions. We revolutionized cable access networking with the industrys first virtualized cable access solution, enabling cable operators to deploy gigabit internet services more flexibly and efficiently to consumers homes and mobile devices. More information is available atwww.harmonicinc.com

Role description

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.

The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business revenue potential and minimize churn rates.

A Customer Success Managers responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

Ultimately, Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

What you will be doing

Establish clear client retention goalsProcess milestones for the clients and employees to work towardAssist customers with setting up and navigating programs or softwarePromote the value of the productUpsell services and products with the brand imagePromote value through customer experienceAssist in creating training courses and educational materialsLead Customer meetings including QBRsLead & Generate Reports, Quotes, Pricing and Contract renewalsMaintain & track high score of NPS & CSAT Track commercial and technical SLAs & KPIs Review customer complaints and concerns and seek to improve customer experienceWhat you need to succeed

Proven work experience as a Customer Success Manager or similar roleExperience working with MSOs and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceTechnical experience in the high-tech industry, preferably within the broadband or telecom industriesAccountability and personal organization are essentialExperience in managing a diverse group and training each according to company standardsA communications or marketing degree is preferredLanguages

Germen Proficient / Native LevelEnglish - Advanced Level Location

100% remote from anywhere in GermanyLI-Remote#LI-AW1