The Client Services team is growing internationally and looking for a future Customer Success / CRM Manager for the German market. 👋

The team comprises a Head of CS, Customer Success and Solution Engineers and the new Customer Success associate will report directly to the Head of Customer Success.

You will be responsible for the German customer portfolio. Your primary objectives are to encourage customers to use the product as much as possible while ensuring their satisfaction.

Your role involves :

Customer satisfaction

• Making sure our product is well-established and well-used by our customers (depending on the chosen plan) :

• exceptional customer relationship management, initially in pairs with a Product Specialist, then on your own

• team training (initial + new members)

• regular progress reports and recommendations

• responsive level 1 technical and operational support: reception and qualification of incoming requests, processing with documentation or adding to a backlog of pending documentation

• Analyse product use and take action if there is any lack of commitment

• Guarantee our retention metrics

Support sales working alongside the sales teams

• Regularly work on customer use and requirements
• Spread the word about the product’s functionalities (old and new)
• Pass on information to the sales team that is responsible for the sales cycle

Produce / manage team content

• Create reusable customer resources for the rest of the team (presentation templates, help content for business topics)
• Work with the marketing team to create content for new customers.

Fluent in German (or mother tongue)

• Excellent interpersonal skills, empathetic and open
• Responsive with a keen sense of customer service
• Self-sufficient and adaptable
• Interested in start-ups and MarTech

An initial experience in account management or customer success would be a bonus!

Batch follows the same procedure for all its interviews with 4 simple and clear steps for each candidate:

1 - Initial call and introduction (15 to 30 minutes).
2 - Face-to-face interview with HR and the relevant Team Leader (45 minutes).
3 - Conduct and complete a case study, in person or remotely, presenting to 4 or 5 Batch employees.
4 - Meeting with one of the Batch founders (30 to 45 minutes).

At the end of this 4-step process, Batch will make a job offer to the successful candidate.