Full-Time Customer Success Account Manager

Role Overview The Customer Success Account Manager will work closely with our existing customer base to transition customers to our new 3D software offering. You will be responsible for promoting the new software, completing contractual processing in our systems, assisting with product onboarding, and gaining feedback on product adoption.

Responsibilities:

• Manage customers eligible to migrate to the new software product
• Work with marketing to create and deliver marketing outreach plans (emails, webinars, etc.) to build interest in the new product version
• Become familiar with functionality, key features, and value proposition of the new product
• Conduct regular outreach to customers and manage follow-ups via email and phone, to support needed detail regarding the new product version and migration efforts
• Close migration opportunities by successfully executing contracts and obtaining commitment for transition
• Facilitate a warm hand off to the training team for customer onboarding and training on the new product version
• Gather feedback on adoption of new product, organize and provide the voice of customer internally to support process improvement
• Process migrations within Salesforce and assist customers with add-on services, products, and changes to their subscriptions
• Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback

Skills & Experience:

• Strong (native, C2, C1) German AND English verbal and written communication skills are mandatory
• Available during EMEA business hours, 9am - 5 pm
• 3+ years of experience in Customer Service, Customer Success, Account Management, or relevant customer-facing role
• 1+ years of Software experience a plus
• Highly organized
• Experience managing sales, renewal, and/or negotiation conversations
• Passion for delivering an excellent customer experience
• Professional presence with ability to listen to, understand and present to customers via email and phone
• Proactive problem solver with experience developing creative solutions for customers and the business
• Experience with Microsoft suite and Salesforce
• CAD software or industry experience is a plus
• Bachelor's degree preferred

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