Customer Success Manager – E‑Commerce
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Job Description
Act as the main point of contact for Book of Business key accounts, provide and implement recommendations to maximize system adoption. Collect and report customer feedback and BoB metrics while identifying opportunities for success stories and reviews.
Responsibilities:
- You act as the primary point of contact for key accounts defined as the Book of Business (BoB), with the goal of ensuring customer satisfaction and retention.
- You provide recommendations to customers and are responsible for the implementation of those recommendations.
- To evaluate and further develop the product and business development (BD), you regularly collect customer feedback on product requirements and forward it to the Head of Customer Success for assessment.
- You are responsible for regularly monitoring and reporting on BoB metrics and identifying opportunities for customer success stories and online reviews.
- You stay up to date on our global product objectives, ongoing operational plans, and new releases, building a deep level of knowledge that you use to advise customers and ensure the best possible use of the system.
Requirements:
- Degree or equivalent qualification in business, marketing, or a related field
- Several years of professional experience in Customer Success Management
- Experience with CRM tools and e‑commerce software
- Experience with our PlentyONE software is a significant advantage
- Strong customer-focused mindset and a solid understanding of customer service processes
- Deep appreciation for customer feedback and pain points
- Knowledge of sales and marketing techniques and principles
- Excellent communication and conflict-resolution skills
- Ability to identify opportunities, patterns, and ideas, and to dive into technical topics
- Team player with the ability to work in a dynamic environment
- Very good written and spoken German and good English skills
- Additional languages, such as French, Italian, or Spanish, are an advantage
Benefits:
- Your voice matters!
- Your ideas for PlentyONE’s success and our support to take care of you personally.
- Remote: Work anywhere in Germany, wherever you want, plus a headquarters in Kassel
- Real work–life balance
- Up to date: Work with the latest Apple hardware and technology
- Always improving: Annual training budget and a variety of workshops
- Well provided for: Discounts in hundreds of online shops and extensive social benefits such as a childcare subsidy, monthly shopping credit, company pension plan, anniversary bonus, and referral bonus
- Stay fit & mobile with us: Subsidy for gym membership, Deutschlandticket (regional public transport pass), and bike leasing
- Team events and legendary PlentyParties
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