Customer Success Account Manager

Summary

Join Revalize as a Customer Success Account Manager and play a key role in transitioning our existing customer base to our new 3D software offering. You will manage customer migrations, collaborate with marketing on outreach plans, ensure successful contract execution, and facilitate onboarding with the training team. Gathering customer feedback for process improvement and managing at-risk situations are also crucial aspects of this role. This position requires strong German and English communication skills, experience in customer-facing roles, and proficiency with Microsoft Suite and Salesforce. A background in software and CAD is a plus.

Requirements

• Strong (native, C2, C1) German AND English verbal and written communication skills are mandatory
• Available during EMEA business hours, 9am - 5 pm
• 3+ years of experience in Customer Service, Customer Success, Account Management, or relevant customer-facing role
• Highly organized
• Experience managing sales, renewal, and/or negotiation conversations
• Passion for delivering an excellent customer experience
• Professional presence with ability to listen to, understand and present to customers via email and phone
• Proactive problem solver with experience developing creative solutions for customers and the business
• Experience with Microsoft suite and Salesforce

Responsibilities

• Manage customers eligible to migrate to the new software product
• Work with marketing to create and deliver marketing outreach plans (emails, webinars, etc.) to build interest in the new product version
• Become familiar with functionality, key features, and value proposition of the new product
• Conduct regular outreach to customers and manage follow-ups via email and phone, to support needed detail regarding the new product version and migration efforts
• Close migration opportunities by successfully executing contracts and obtaining commitment for transition
• Facilitate a warm hand off to the training team for customer onboarding and training on the new product version
• Gather feedback on adoption of new product, organize and provide the voice of customer internally to support process improvement
• Process migrations within Salesforce and assist customers with add-on services, products, and changes to their subscriptions
• Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback

Preferred Qualifications

• 1+ years of Software experience a plus
• CAD software or industry experience is a plus
• Bachelor's degree preferred