Customer Success Manager (SaaS - German Speaker) "REMOTE"
Who are Metapack?
Every day, the world's largest online retailers rely on Metapack to ensure e-commerce deliveries of all sizes are delivered to their customers on time, anywhere in the world. We are a multi-tenant SaaS platform and we integrate into over 450 carriers and many of the worlds leading e-commerce software providers. We give our retail clients the platform to help consumers decide their delivery preference and track the parcel's progress whilst also providing the retailer with intelligent smart decisions about how to send the parcel – all underpinned with lots of data. We work with well-known global retailers and major brands such as ASOS, Adidas, Burberry, John Lewis, Boohoo, eBay, and Zalando. In fact, we work with so many retailers and carriers it's highly likely that you've interacted with us at some point when ordering goods online!
We have been growing over 20% year on year consistently over the past 5 years and are continuing with our ambitious growth plans. We are part of the Stamps.com family of companies which supports our growth as well as providing global career opportunities.
We are passionate about our values, which form the backbone of the Metapack Operating System which brings together our Vision, Mission, and our Goals. TRUST is at the heart of everything we do, and we strive to attract amazing people who are Transparent, Reliable, Unafraid, Selfless, and Tenacious.
Why would I want to be a Customer Success Manager at Metapack?
Our customers are leading ecommerce, retail and B2B organisations that use Metapack products to connect to carriers and to deliver choice and convenience for consumers, across borders and across the world.
Customer Success Mangers at Metapack are the cornerstone of our ongoing customer relationships. Focusing on growing and improving efficiency for our largest and fastest growing accounts, Customer Success Managers will play an important role in helping many of the world's leading eCommerce businesses grow faster and be more efficient through the use of Metapack's products.
"This position is eligible for full-time home-based remote work."
What would I be doing?
Ownership of service delivery management within your assigned accounts
Taking responsibility for a portfolio of large strategic, enterprise accounts in the UK / EU where you will manage:
Regular (weekly, monthly and quarterly) reviews with customers, focusing on service and change management activities, with the intention of managing demand and client expectations, whilst identifying areas for improvement.
The customers satisfaction.
Understanding your client's business and the industry within which they operate
You will understand the client's business their priorities, pain points and opportunities
Understanding Metapack's solutions and value by:
Becoming an expert on Metapack products and how they can be used to create value within a customer's organisation.
Proactively reviewing your customers product utilisation/value extraction and channel that feedback to the product team
Building and nurturing key relationships by:
Developing close, mutually beneficial client relationships with key decision makers across all relevant functions including Operations and IT and at all appropriate levels of seniority within those functions, especially Service owners.
Becoming a trusted advisor to your customers, providing outstanding service and support
Serving as the day-to-day point of contact for the client on service-related issues
Interacting closely and work collaboratively with internal peers to bring key operational insight to the table. Especially with Account Management and Sales, an important aspect of the role will be to provide input into renewal and up-sell strategies, helping to drive opportunities to develop and grow your accounts further
Holding regular account meetings including monthly service reviews; contribute to strategic thinking through the dissemination of best practice, positioning Metapack as the natural provider of strategic solutions.
Servicing your accounts, you will be expected to:
Own the service SLA's for your accounts. This shall include ownership of the service SLA's and measuring performance against those SLA's
Create and maintain monthly service reviews laying out the contractual service SLA's and how we have performed against them.
Identify new business opportunities within your clients
Provide post incident care for any major incidents
Work with Support/ IT teams as appropriate to ensure service is kept within SLA for your designated accounts
Support the Account Director in contract discussions where appropriate
Supporting and driving company initiatives, improvements, and communications, you will be expected to:
Support and drive companywide go-to-market initiatives and communications, as directed
Lead and drive any Account Management initiatives that require customer engagement
Oversee the post incident review approval and distribution process for all customers. Ensuring that customers, Customer Success Managers and Account Managers have a clear understanding of any major incidents and their respective corrective actions
Be responsible for keeping a register of all corrective action/lessons learned from any major incident and following up with the relevant teams to ensure they are carried out
What key skills and experience do I need?
Minimum 5-years relevant work experience within a B2B software company in a related role (which may include account management, project management, pre-sales amongst others) with a strong preference to customer success
Seen as a trusted advisor and peer by your clients across all levels of their business
Superior problem-solving skills with the ability to deep dive and work with internal teams to help resolve customers issues
Knowledge of Customer Relationship Management software, such as Salesforce
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
Working with distributed teams where employees can be virtual, remote and global
Established track record for identifying and/or delivering strategic solutions
Degree educated or equivalent business experience
Demonstrable success in managing key accounts within a technology environment, with a strong customer service orientation
Excellent communicator at a senior level, both internally and externally; strong verbal and written communication skills in order to influence and persuade clients at Business and Director Level
Excellent attention to detail and organisational skills; ability to meet deadlines. Can thrive in a multi-tasking environment and can adjust priorities on-the-fly.
Interested in both technology and eCommerce, and are willing to do what it takes to become an expert in Metapack's products and services
Fluent in English and German
It would be great if you also could bring
Previous experience within eCommerce, Technology, or Distribution.