id: NDkwODA0OCA3

reference: 4908048

documentId: 4908048

connectionPointId: 7

lastModificationDate: 1542718266876

stillingsbetegnelse: Customer Success Manager

jobbeskrivelse:

Description

Sitecore is the global leader in experience management software that enables context marketing. The Sitecore® Experience Platform™ manages content, supplies contextual intelligence, automates communications, and enables personalized commerce, at scale. 

It empowers marketers to deliver content in context of how customers have engaged with their brand, across every channel, in real time – before, during, and after a sale. More than 4,900 brands – including American Express, Carnival Cruise Lines, easyJet, and L’Oréal – have trusted Sitecore for context marketing to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue.

Sitecore is experiencing spectacular growth all over the world. To build on Sitecore’s success and growth, we are looking for a skilled Customer Success Manager

Position Summary:
As the Account Owner and the customer’s central point of contact, the Customer Success Manager drives adoption and transformation to ensure that the customer is set up for success. 

You will thrive on working in a fast-paced, exciting environment, where ensuring our customers realize their business and marketing transformation. With strong problem solving skills and organizational awareness, you are capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible. This is a key, customer-facing role within Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships. 

The Challenge:
Customer Success Managers are responsible for the partnership between Sitecore and our Strategic customers, driving value realization and return on the client’s investment. Customer Success Managers are technology-savvy individuals who have experience across the digital marketing landscape and know its value in driving company strategies. They work directly with our customers to understand business and technical requirements, and to develop solutions to ensure success & adoption.

The Position:
• Assisting the customer & their partner to adopt digital marketing best practices, to realize the vision they bought into
• Customer relationship management 
• Project management
• Customer presentations & product demos
• Focus on customer retention
• New opportunities identified will be passed to the Sales Consultant 
• Frequent interaction with clients including Directors, VPs, and C-level executives 

Your Responsibilities:
• Customer relationship management for all assigned customers.
• Assisting clients to expand their usage and adoption of Sitecore’s Marketing transformation platform.
• Trusted advisor to enable customers to apply our tools to achieve their business objectives.
• Ensure that customers move positively through the customer lifecycle and that they receive the support they need to achieve their marketing objectives
• Working closely with the Customer’s partner & with other team members (Technical and marketing consulting/ Sales Executives /product engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction.
• Communicating consistently with customers throughout the customer lifecycle, escalating important issues where needed.
• Maintaining customer contact and providing status updates for all outstanding issues.
• Managing customer expectations, keeping clients satisfied and expectations realistic.
• Coordinating with customer support to ensure timely closure of quality issues.
• Understand & address customer requests, documenting and engaging appropriate resources 
• Welcoming all new customers and educating them on Sitecore resources
• Communicating the Sitecore vision and product roadmap 
• Guiding customer success through a thorough understanding of customers’ marketing maturity, business priorities, and success metrics
• Driving Advocacy with our customer base and identifying customers who could participate in case studies

What you need to Succeed:
• Passion for digital marketing and Customer success
• Demonstrated exceptional customer skills from previous employment
• Strong and proven track record of successfully managing customer relationships and technical projects
• Excellent work ethic and leadership skills
• Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations
• Self-managed, responsive, and dedicated to client success 

Skill requirement:
• Experience with cloud hosting including Microsoft Azure and cloud infrastructure.
• Experience with long term operation, monitoring and upgrading of software a plus.
• Prior account management and/or project management experience with customers
• Knowledge of and experience with digital marketing technologies
• Prior experience with customer success in a SaaS, or Managed Services company
• Experience using digital marketing products 
• Consulting and/or technical training experience 
• Onboarding customers to Sitecore and establishing customer relationships 


Sitecore is proud to be an equal opportunity workplace. You will also be surrounded by colleagues who are committed to helping each other grow. If you’re looking to make an impact on Customers, Sitecores's the place for you. We are committed to equal employment opportunity without unlawful regard to race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic. 

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C1321

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: SITECORE CORPORATION A/S

source: DK-STAR