Senior Customer Success Manager

Job description

New and innovative technologies are continuously disrupting retail. The global e-commerce market is rapidly growing. Together with our customers, we automate and optimize commercial strategies to adapt to the latest trends. The demand for Omnia software is rising quickly in Europe. With the acquisition of Patagona GmbH we are the market leader in the DACH and Benelux region and we have ambitious goals to become Europe’s market leader in 2022.


As a Customer Success Manager, you play a key role in the entire customer lifecycle. You play the role of the trusted advisor and ensure our customers achieve their -ever-evolving- desired outcomes by using the Omnia product. You understand their organisation, business objectives and challenges and thanks to that in depth knowledge you can make them even more successful. It’s thanks to you that our customers remain customers, grow their business with us, and are our brand advocates. Internally, you are the advocate for customers and help to improve their experience with Omnia. You are also an important stakeholder for the Product team sharing customer feedback and suggesting improvements to the product.

Key responsibilities in the role are:


  • Being the strategic partner and trusted advisor for Omnia Enterprise customers (on the executive level), ensuring customers achieve value (ROI) out of our product;
  • Driving renewals by making sure customers achieve value through the Omnia product
  • Identifying and realizing up- and cross-selling among existing customers
  • Creating brand advocates and shareable success cases
  • Continuously tracking customer health, performing strategy sessions & Executive Business Reviews (EBRs), building up a relationship & partnership with our customers on a business owner level
  • Being an advocate of customer success and driving Omnia -wide adoption of its importance
  • Continuously optimizing customer life cycle and Customer Success Management (CSM) processes and sharing valuable insights to product, development, sales & marketing


Requirements

The Customer Success Manager is an expert relationship builder who thrives on customer success and translates that into Omnia revenue. What we are looking for in an ideal candidate:


  • Customer Success Management experience gained from a fast-growing technology-driven company, preferably SaaS
  • Experience with managing big clients and owning net renewal targets
  • Knowledge of retail in general and e-commerce, in particular, is preferred
  • Excellent communication skills, able to explain complex technical concepts in simple terms
  • Curiosity and active listening skills
  • Passion for winning and the ability to close a deal
  • Excellent communication skills in English (both verbal and written). Dutch, German, French, or another language will be a plus


What’s in it for you?

At Omnia, attracting and retaining top talent is one of our highest priorities. Employee happiness is important to us because we think it is vital for a thriving organization. Therefore, we offer top-notch perks and benefits to make sure we promote happiness in the best way we can:


  • Competitive salary
  • Stock Appreciation Rights program
  • Excellent career growth opportunities
  • Pension plan
  • Full flexibility in working hours
  • Team lunches
  • Health & wellness: sponsored memberships
  • Free drinks and fresh fruits
  • Company-sponsored social events
  • Green and flexible transportation
  • Referral bonus program
  • Volunteering events
  • Self-development: training and coaching


More information:

Maggie Kramar, Recruiter 

tel.+31621904651


No recruitment agencies, please.