About The Position
We are looking for a Senior Customer Success Manager for the Public Sector (Germany) to be responsible for customer success topics for one of our most important clients in the German public sector and to drive the strategic development of this partnership with us. You will be responsible for central customer success topics such as adoption, customer health, strategic reviews, and the further development of the use of our solutions within the organization. You will build strong relationships with relevant stakeholders, identify new use cases, and continuously strengthen our network within the client's organization. The goal is to ensure the sustainable success of the client with our solutions and to further develop the collaboration in the long term. At Wire, collaboration, innovation, and a clear focus on customer success are paramount. If you want to contribute your experience in the public sector and actively shape a strategically important customer relationship, we look forward to getting to know you.
Requirements
- Strategic Stakeholder Management: You have proven experience in collaborating with high-ranking stakeholders in authorities and public organizations.
- Experience in the Public Sector: You have at least 10 years of experience working with organizations in the German public sector, ideally in roles such as Customer Success, Account Management, Government Relations, or comparable positions.
- Industry Understanding: You have a profound understanding of the structures of the German public sector, political decision-making processes, and relevant procurement and award frameworks.
- Technical Understanding: You have a good understanding of secure communication, messaging, or collaboration solutions and can convey technical concepts understandably to different target groups.
- Analytical Thinking and Problem Solving: You work in a structured and solution-oriented manner and proactively tackle challenges.
- Communication and Presentation Skills: You have very good communication and presentation skills in both English and German and are able to build trust and convince at different levels.
- Languages: You speak German as a native language and English.
- Willingness to Travel: You are willing to travel within Germany for customer appointments or relevant industry events.
Responsibilities
- Strategic Customer Success Responsibility: You are responsible for customer success topics for one of our most important strategic clients in the German public sector. You will work closely with our Customer Operations and Delivery Lead, who has overall responsibility for the client.
- Customer Health and Customer Success: You ensure that the client successfully uses our solutions and achieves sustainable added value. You continuously monitor usage, satisfaction, and account development.
- Strategic Reviews and Account Planning: You plan and conduct regular business reviews with the client and develop a clear strategy for the further development of the collaboration with internal teams.
- Adoption and Development of Use Cases: You identify new use cases for our solutions and support the client in further expanding their use within the organization.
- Building Customer Network: You build strong relationships with key stakeholders, including specialist departments, IT, procurement, and management, and continuously develop our network within the organization.
- Renewals and Account Expansion: You support contract renewals and identify opportunities to strategically expand the use of our solutions within the organization.
- Collaboration with Internal Teams: You work closely with Sales, Product, Support, and Delivery teams to optimally implement customer requirements and incorporate feedback from the customer environment into the further development of our solutions.
- Data-driven Account Management: You analyze usage data, customer satisfaction, and account health, identify risks early on, and initiate targeted measures for customer development.
Benefits
- 30 vacation days
- Attractive salary package including bonus structure
- Annual training budget and access to high-quality learning resources
- Modern office in the heart of Berlin with hybrid option
- Urban Sports Club membership
- Daily breakfast, fresh fruit, snacks, soft drinks, and premium coffee in the office
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
