Customer Sucess Manager

Barcelona
Permanente
Tiempo completo

Hace 1 mes

is a leading provider of workplace and energy management solutions, offering cutting-edge technologies to optimise commercial spaces' performance, sustainability, and efficiency. Our product suite includes Spacewell Workplace, Spacewell Maintenance and (formerly DEXMA). These solutions help thousands of facility managers and energy managers worldwide to create smarter, more engaging workplaces, reduce energy consumption and achieve sustainability targetsAt Spacewell, we are full of contagious energy, hard work, and passion for what we do. We are fully committed to encouraging an environment where everyone is heard and feels a sense of belonging. We are proud to have a multicultural team that acknowledges a variety of backgrounds, skills and perspectives.The OpportunityThe mission of the Customer Success Manager is to execute the Customer Success strategy planned. She or he will be part of the Customer Success Management team, and will contribute to the optimal health of her/his customers assigned, assuring retention and promoting expansion among them. She/he will be requested to follow on the best practices of the Spacewell Customer Success function, focusing on the segmented customer base properly, creating the best expansion and retention strategy within the accounts portfolio assigned, and ensuring that these accounts thrive, by providing exceptional extra-mile service, being the voice of the customer for Spacewell, fostering lasting relationships, and contributing to product prioritization.On the customer management side, the Customer Success Manager will be seen as the subject matter expert, prescribing the best solution to the customer, ensuring a built-on-trust relationship, constant value delivery, and recurring validation of the value delivered.On the reporting side she/he will have clear Customer Success targets and KPI's, according to the directives given by the Customer Success Leader (and the Organisation KPI's). Core lagging metrics for the CSM will be Net Retention Rate, as a resulting metric of the combination of Churn and Expansion. As leading metrics the CSM will have the combination of different touchpoints to convey into a globl Customer Health Score.The Customer Success Manager will play a crucial role in maximizing customer retention, growth, and overall value delivery, to achieve real customer impact and success.Key Responsibilities:

Customer Onboarding: Guide new customers through a seamless onboarding process, contributing to a seamless experience towards solution proficiency. It's key to identify needs, such as custom training sessions, extra support, implementing the right professionals services to walk the extra mile, and fill the product and service gaps, to maximize the customer first touch with Spacewell SaaS platform.
Account Management: Cultivate strong relationships with key accounts, understanding their unique business success factors, and collaborating with internal teams to deliver solutions aligned with the identified customer goals.
Product Expertise: Develop an in-depth understanding of Spacewell SaaS product, enabling the ability to address technical inquiries, provide demos, and guide customers in maximizing their value.
Customer Advocacy: Identify and collaborate with successful customers to create compelling case studies, testimonials, and references that showcase the tangible impact of our solution.
Retention: Proactively engage with customers to identify and address concerns, preventing potential churn by implementing strategies to enhance customer satisfaction and loyalty.
Feedback Collection: Act as the voice of the customer, collecting and communicating feedback on product features, usability, and overall satisfaction to inform product development and marketing strategies.
Usage Analytics: Utilize data and analytics tools to monitor customer usage patterns, identify upselling or cross-selling opportunities, and collaborate with the sales team to capitalize on these opportunities.
Reporting: Provide regular, clear, and concise reports on customer success KPI's, customer health, and overall satisfaction to communicate the status of customer accounts and highlight areas for improvement or additional support.

Key Qualifications:

Communication Skills: Effective communication is essential for a CSM to understand, and engage, not just with customers, but also with team mates and other teams in Spacewell.
Decision-Making Skills: A good CSM is decisive yet thoughtful, weighing various factors and seeking input from team members when necessary. Effective decision-making helps the team navigate challenges, capitalize on opportunities, and achieve its goals.
Customer-Centric Mindset: A deep understanding of customer needs and a commitment to delivering exceptional customer experiences.
Problem Solving: Strong problem-solving skills to address customer challenges and find effective solutions.
Curiosity: Demonstrate a willingness to explore new approaches, challenge the status quo, and maintain a commitment to continuous learning.
Can-Do Attitude: Approach challenges with an optimistic mindset, prioritizing issue resolution and value delivery while seeking opportunities for improvement.
Team player: Ability to work autonomously, but also being a team player. Also beyond the team, promoting collaboration cross-teams ( involving sales, professional services, product, engineering, and support teams), to orchestrate customer experience properly.
Data-driven and Results-Oriented: Decision-making is about formulating hypothesis and proof them (right or wrong). The Customer Success Leader will chase the right data insights to formulate the correct hypothesis, and proof them validating the results obtained. There's no other way to proceed in a changing environment.
Work in a changing environment: Spacewell is a scale-up company. This means, challenging the status quo is part of the job. The Customer Success Leader should expect changing processes and ways of doing, because the organisation has to stay flexible and agile. By doing this, continuous improvement and learning is guaranteed.

Requirements:

Bachelor's Degree: Hold a bachelor's degree in Engineering, Information Technology, or similar technical background education.
Experience: Bring at least 5 years of successful experience as Customer Success Manager in a SaaS B2B customer success, with a track record of customer expansion and retention.
Demonstrate a track record of meeting or exceeding customer retention, expansion, and upselling targets, with specific examples of achievements in these areas.
Industry Knowledge: Familiarity with the industry and understanding of customer dynamics in the market.
Technology Proficiency: Comfortable using customer relationship management (CRM) tools and other relevant technologies.
Analytical Skills: Ability to analyse customer data and derive actionable insights to drive success.

We offer

Flexible working hours and possibility of early quit Friday.
Hybrid work model.
Office in the city centre of Barcelona.
An exciting and positive work environment where you are valued.
A friendly and talented group with 10+ different nationalities.
Flexible compensation scheme on kindergarten, transportation and food.
23 holiday days per year (flexible policy).
Up to 5 additional holidays based on tenure.
1 additional birthday day off.
Company-sponsored courses and attendance to events.
Discounted private health insurance and gym memberships.
Regular team events.
Referral bonus for new hirings.

Team values

Accountability.
Commitment to excellence.
Diversity & Inclusion.
Ownership.
Teamwork, passion, fun & respect.

If you are a strategic leader passionate about energy efficiency and ready to take Spacewell Energy's sales to the next level, we want to hear from you!At Spacewell Energy, we celebrate diversity and difference, and we are strongly committed to building an inclusive workplace for all our employees. We welcome and encourage people of all backgrounds to apply. Read more about our .

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