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Senior Strategic Customer Success Manager

2 months ago

Copenhagen, Copenhagen, Denmark Monta ApS Full time
Role Overview

Monta ApS is seeking a highly motivated and experienced German-speaking Senior Strategic Customer Success Manager to join our dynamic and growing team. As a key member of our Customer Success team, you will be responsible for managing our industry-leading Strategic Partners with a focus across the DACH region. These partners use Monta to manage/acquire their B2C, B2B customers and direct partners and manage their EV Charging sites, projects, or organization and often generate revenue from them.

Key Responsibilities
  1. Develop and maintain strong relationships with key stakeholders, including executive sponsors, decision-makers, executive buyers, project managers, and influencers.
  2. Act and take ownership as the operational lead & trusted advisor for all stakeholders in your dedicated book of business in regards to workflow realization and product enablement to improve product adoption, ensure seamless product implementation, migration and proactively lead the customer through their lifecycle.
  3. Collaborate with your counterpart in Account Management to handle risk proactively, manage renewals, and grow your book of business over time to drive retention and expansion across your portfolio.
  4. Ensure customer retention through strategic touchpoints, effective project management, escalation management, and success planning.
  5. Create champions internally within the customer's environment via effective customer onboardings and 'train the trainer' initiatives.
  6. Forecast and track key account metrics and analyze trends to identify opportunities and mitigate risks for both the customers and Monta alike.
  7. Utilize tool stack & our CRM to manage and prioritize activities for each account, ensuring that all customer interactions are tracked and all records are kept up-to-date and managed appropriately.
  8. Collaborate with internal teams, including sales, account management, finance, marketing, and product, to ensure our strategic partners are receiving the best possible service and support.
  9. Develop a deep understanding of our product and how it can be used to meet the needs of our strategic partners.
  10. Work closely with our partners to understand their strategic value drivers and provide guidance and recommendations on how our software can be leveraged to achieve their goals.
  11. Identify and mitigate risks associated with our strategic partners, including churn, pricing concerns, and customer satisfaction issues.