Client Success Manager

Position SummaryThe Client Success Manager develops customer relationships that promote retention and loyalty.
The goal of the CSM team is to help clients realize maximum business value from the Piano software they license.
The primary measures of this success are client retention, client satisfaction and client advocacy.
What You'll Do Coach, train and support better product usage and best practice development through regular customer engagements.
Drive client product adoption and advance clients along the maturity model.
Deliver product updates/roadmap briefings.
Regular status meetings, including presentations on product adoption and other usage Insights.
Overall lead on client escalation.
Become a power user of Piano´s software.
Take ownership of customer issues and follow problems through to resolution.
Provide context for other Services team members as needed.
Support clients in workarounds when standard practices are unavailable.
Prepare and present success plans and ensure follow-up.Identify needs and make recommendations to optimize customer´s usage of our solutions and services.
Build strong internal and external relationships across the organization, and ensure customer feedback is clearly captured and conveyed internally.
What You Have Educated to degree level (minimum BA/BSc).
1-2 years of proven work experience as a Customer Success Manager or relevant client-facing experience within a professional services organization will be hugely beneficial (e.g.
consulting, pre-sales, etc.)."
SaaS, Martech, and Adtech industries preferred.
English is a must; other language like Spanish, German, French, Japanese is a bonus.
Clear and polished communicator in person and in writing.
Excellent analytical and problem-solving skills.
Deep commitment to client satisfaction.
Desired to have Basic knowledge of one or more of the following frontend technologies: HTML, CSS, JavaScript General understanding and knowledge of web technologies and related problem-solving tools for front-end-based web technologies Understanding web security and/or data transfer protocols (API, XML, FTP) will be helpful Experience in other fields of digital business like SEO, AB-Testing, Social Media, Tag Management System, Adwords etc.
would be valuable.
Please submit your resume in English.