Customer Strategic Manager

Summary

Join Spendesk as a Customer Strategic Manager and ensure customer success and satisfaction throughout their lifecycle. You will act as the key link between customers and internal teams, driving engagement, adoption, and retention. Manage the entire customer journey, maximizing client value and identifying growth opportunities. Collaborate with various teams to ensure a seamless customer experience. Responsibilities include onboarding, managing customer spend, building relationships, monitoring account health, providing training, collecting feedback, and problem-solving. The ideal candidate possesses strong product knowledge, communication skills, and a customer-centric mindset.

Requirements

• A successful Customer Strategic Manager is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks
• Ability to design, implement, and optimise onboarding processes that ensure a consistent and efficient customer experience from the first interaction
• Strong understanding of our product's technical aspects, enabling you to guide customers through setup, configuration, and initial usage without requiring extensive support
• A deep passion for helping customers succeed, with the ability to understand their needs and align our solutions to meet their goals
• Excellent verbal and written communication abilities, capable of conveying complex ideas clearly and effectively
• Ability to build strong, trusting relationships with customers and internal teams, fostering a collaborative environment
• Proactive in identifying potential issues before they arise and adept at finding creative solutions to ensure customer satisfaction
• Highly organised, with the ability to manage multiple accounts and tasks simultaneously while maintaining attention to detail
• Comfortable with data analysis, using customer data to inform decisions and strategies for improving customer outcomes
• As we are an international team, please submit your application and CV in English

Responsibilities

• Guide new customers through the onboarding process, ensuring they are set up for success and fully understand how to leverage our solutions to meet their business objectives
• Provide playbooks and strategies to drive customer spend on the platform. Measure and report on portfolio spend metrics, identify gaps and opportunities to further increase spend
• Use customer insights to recommend additional products or services that would benefit the customer, helping to grow the account and increase customer value in partnership with Account Management/Key Account Management
• Develop and maintain strong relationships with key stakeholders within customer organisations, acting as their trusted advisor and main point of contact
• Regularly check in with customers to monitor their satisfaction and product usage, proactively addressing any concerns or issues that could impact their success or retention
• Conduct training sessions and provide resources to ensure customers are fully educated on the capabilities of our products and can utilise them effectively
• Gather customer feedback and advocate internally for product improvements or feature requests that could enhance the customer experience. Identify key customers who can take part in Case Studies and Testimonials
• Work closely with the support team to resolve any escalated technical issues quickly, ensuring a positive experience for the customer
• Keep detailed records of all customer interactions, account status, and progress in our CRM system, providing regular updates on customer health and retention metrics to management

Benefits

• Lunch 60% funded by Spendesk (Swile Card)
• Alan Premium health insurance
• A Gymlib pass to let off steam after a productive day at work
• Access to Moka.care for emotional and mental health wellbeing
• Access to Vendredi allowing us to change the world
• Latest Apple equipment
• Great office snacks to fuel your day
• A positive team to work with daily!