Customer Success Manager (m/f/d)

About us

The Spryker Systems GmbH is a fast-growing technology company, offering leading manufacturers, brands and sellers of all industries a flexible commerce solution along all customer facing touchpoints. From online shop and mobile to voice, chat bot, blockchain and IoT use cases. Our modern offices are located in the German digital metropolis Berlin and Hamburg.
The international Spryker team is constantly working with new exciting customers, technologies and innovative approaches and is looking for talented employees, to join us revolutionizing the digital commerce world.

In a Nutshell

Do you want to become part of a team that calls itself "C4L" (Customers for Life)? But first, check out Chris, the most passionate CCO of this century, and how he is customer-obsessed (like the rest of us at Spryker) in this VIDEO.

If you, too, are "begeistert" by what you just heard, and want to bring your communication mastery, strong service orientation, and unbeatable resilience to the table, we would like to meet you.

You will be making everything super-easy for our clients along the entire customer lifecycle, nurturing the relationship to the smallest detail, and consulting with all kinds of (too) simple and (too) complicated questions.

Join our Customer Success team as Customer Success Manager (m/f/d) and help us to revolutionize the world of commerce!

Your challenges

  • You build up, run and continuously improve the Spryker product experience for our customers
  • Instead of a sales quota, you focus on customer lifetime value: client satisfaction, retention, and reference ability are very important targets of your role
  • You build up a good relationship with our customers, as well as a network within Spryker to facilitate and support the needs of your clients
  • You understand our product, keep up with its evolution and know what part our service plays in the business of our customers
  • You leverage your proactive, consultative skills to stay in regular contact with our customers and to suggest an enhancement to their business
  • You report back important findings and needs of our customers to provide new insights and improve our product technically and feature-wise
  • Day-to-day support is part of other roles in our company, but you should be aware of the issues our customers have and be ready to accelerate them from within
  • You manage multiple priorities simultaneously for different customers independently

Your profile

  • You have gained 2+ years of experience in Customer Success Management, Consulting, Service, or Project Management in a Technology company
  • You have deep domain knowledge and are aware of industry-specific tools, processes, and business models. Ideally, you took part in running an e-commerce business before
  • Working experience with tools like Jira, Slack, CRM software, eCommerce technologies
  • Experiences in managing developers and clients and a deep understanding of business impact and e-commerce ecosystems
  • You are highly empathic and communicative with a strong personality, are very friendly, analytical, process-driven, and have a learning-mindset
  • This role requires mostly in-house, virtual communication to clients but you’re up to some travel to customer sites every now and then
  • Fluent English and German skills in writing, reading, and conversation
  • Practical experience in a developer role (especially PHP) is a plus
  • You consider yourself highly adaptable and enjoy being part of a team committed to learning, adjusting, and optimizing to be the best partners to the success of our customers