Strategic Customer Success Manager; m​/f​/d

Strategic Customer Success Manager (m/f/d)

Permanent employee, Full-time
· Remote

• Partner with Product team to communicate customer feedback and requirements. Together we can help shape the existing and future products to further enhance customer’s processes and leverage more value.
• Being close to Product also ensures the correct information is being transmitted with development as such. Next to that, some development might be done on a specific customer’s budget. In that case, the CSM is to be seen as the project manager.
• Work with Product and other CSM teams to further professionalize our monitoring systems and question how we can elevate the level of customer success by doing so
• Collaborate with local PS-team members or solution consultants to perform analysis/projects either based on our own demand or the customer’s
• Work with Marketing to deliver appealing customer success stories and let our strategic customers shine as our true advocates
• Collaborate with other CS team members to share knowledge and co-create best practices. The team as a whole is responsible for creating/maintaining its own tools/templates etc – all team members are accountable for contributing.

• Partner with Product team to communicate customer feedback and requirements. Together we can help shape the existing and future products to further enhance customer’s processes and leverage more value.
• Being close to Product also ensures the correct information is being transmitted with development as such. Next to that, some development might be done on a specific customer’s budget. In that case, the CSM is to be seen as the project manager.
• Work with Product and other CSM teams to further professionalize our monitoring systems and question how we can elevate the level of customer success by doing so
• Collaborate with local PS-team members or solution consultants to perform analysis/projects either based on our own demand or the customer’s
• Work with Marketing to deliver appealing customer success stories and let our strategic customers shine as our true advocates
• Collaborate with other CS team members to share knowledge and co-create best practices. The team as a whole is responsible for creating/maintaining its own tools/templates etc – all team members are accountable for contributing.

• Regularly conduct Strategic CS programs following established frameworks (including CS Intro, Business Review, Success Plans, etc)
• Customize and personalise program elements to meet specific customer needs
• Document and share best practices from customer interactions with the team to further grow the program

• Serve as the primary day-to-day contact for assigned strategic accounts
• Build and maintain strong relationships at multiple levels (being multithreaded) within customer organizations
• Discover and document customers’ business objectives
• Proactively identify and address customer needs and challenges
• Lead customer workshops and training sessions both remotely and on-site
• Track and measure customer KPIs and success metrics
• Identify and document customer success stories and use cases
• Develop and nurture expansion opportunities within existing accounts
• Ensure customers achieve their defined business objectives through embedding PTV Logistics’ solutions
• In case an analysis is run/a project is in execution, you will serve as the project manager

PTV Logistics - a leading global software company for transportation logistics! We calculate and optimize route planning for logistics companies with record-breaking algorithms to maximize time and cost savings. With more than 40 years of experience, we help to put theory into practice! Interested? Then take a look at our website: