Customer Loyalty and Growth Associate

Summary

Join us in shaping the future of software technology! To support our mission, we are looking for a highly motivated Customer Loyalty and Growth Associate to join our Customer Experience department. In this pivotal role, you will play a key part in ensuring the ongoing satisfaction and growth of our customer base.

Requirements

• Very strong ability to listen attentively, apply logic and reason, follow-through, can-do attitude, and exceptional communication skills both written and verbal
• Easy to work with
• 1-3 years of experiences in CSM/Account management
• Experience selling 3-year deals, preferably SaaS
• Proficient knowledge of business administration, negotiation, and retention skills
• Experience leading demos with customers
• Passion and understanding for technology (Cloud Services & SaaS Solutions), CRM, and business (process) analysis
• Creative and empathic, with great communication skills
• Excellent written and verbal communication skills in at least two of the following languages: German, Italian, Portuguese, French or Spanish. Additional languages would be a plus

Responsibilities

• Manage the renewal process for assigned customers within the 90-day renewal window, ensuring seamless continuation of services
• Identify opportunities to sell additional features and connections (upsells) to existing customers, enhancing their experience and our revenue
• Focus on upgrading customers from legacy licenses to our current offerings, ensuring they benefit from the latest features and services
• Streamline customer management by consolidating multiple individual licenses into a single, manageable license when opportunities arise
• Aim to reduce customer churn and increase retention, employing strategies that contribute to the overall goal of the Customer Loyalty and Growth team
• Conduct product demos and provide comprehensive support to customers during the renewal process, addressing any questions or concerns
• In cases where customers decide to churn at the end of their renewal period, gather detailed feedback to understand their reasons and inform future retention strategies

Preferred Qualifications

• Experience working under quotas and KPI’s
• Organized and structured with excellent analytical and problem-solving skills
• Adaptability and resilience in a fast-paced environment

Benefits

• Centrally located office in Stuttgart
• Flexible working hours and a hybrid working model
• 30 vacation days/year in a full-time position
• Free drinks and weekly team lunch
• Personal and professional development potentialities and room for creative ideas
• An international team