Enterprise Customer Success Manager (German speaking)
We’re looking for a senior team member to join our team as an Enterprise Customer Success Manager.
The Enterprise Customer Success Manager (CSM) will be responsible for helping our most strategic customers realize the value of our platform, through achieving their business goals and adopting the Nezasa platform to drive greater ROI. This role will focus on transforming traveller experiences, boosting sales, reducing costs, and optimising operations for Nezasa customers.
As an Enterprise Customer Success Manager, you will build and nurture long-term mutually-beneficial relationships with your portfolio of strategic customers. You will connect with key business executives and stakeholders, to develop a deep understanding of their business requirements, goals, and how they are using Nezasa to meet their needs. Your primary goal will be to ensure that these enterprise customers grow with Nezasa.
This role reports to the VP of Customer Experience and will work closely with the Revenue and Product teams.
As our Enterprise Customer Success Manager, you will be responsible for:
* Managing the relationship with Nezasa’s strategic customers & partners;
* Developing a trusted advisor relationship with key stakeholders and executive sponsors;
* Developing enterprise account plans, charting a path to the customer’s desired outcome with the Nezasa platform;
* Leveraging your understanding of the industry and Nezasa’s platform, to identify expansion opportunities for commercial growth;
* Driving increased consumption and upsell for your assigned accounts;
* Identifying and assessing renewal risks for customers’ subscriptions and collaborating with internal teams to neutralise; Negotiating and securing renewals for your assigned accounts;
* Managing relationship with key Partners; Selecting, negotiating commercials, and managing performance of key suppliers;
* Serving as the “voice of the customer” to both product management and the Nezasa leadership team;
* Ensuring that our strategy is closely aligned with that of our enterprise business customers, allowing them to realize the full potential of Nezasa’s products;
* Nurturing customers through Nezasa’s customer advocacy programs, such as referrals and our Customer Advisory Board (CAB);
* Ensuring customer & partner representation with onsite meetings and industry events;
We are looking for someone that has:
* 5+ years of experience within the travel industry, preferable in tour operating or online travel agency
* A deep understanding of change management, stakeholder management, customer management and/or supplier management;
* A proven track record managing challenging relationships through a white-glove approach and partnership with customer stakeholders;
* Confidence when running executive business relationships and engaging with C-level stakeholders;
* Commercial experience in renewals and/or upselling;
* Demonstrated experience in engaging with teams across internal functions;
* An ability to thrive with limited structure; A self-sufficient character able to meet deadlines, and manage changing priorities;
* Strong writing, presentation, and communication skills, including the ability to chair meetings or host workshops.
* Business fluency in German and English language
Skills that will help you stand out:
* Experience with tech industry and software as a service (SaaS) business models;
* Familiarity with the travel technology landscape;
* Experience working at a high-growth scale-up organization;
* A results-oriented individual who thrives working in a fast-paced environment and maintains a calm approach when operating under pressure; and
* Speak languages in addition to German / English with business fluency
What we offer:
* Flexible work-time arrangement and hybrid working model with home-office and an office in the heart of Zurich (walking distance from Zurich HB)
* Personal hardware (Apple MacBook, external screen/keyboard/mouse)
* Pension fund: standard pension fund with Axa (contract details can be shared if you wish)
* Accident insurance: private accident insurance with worldwide cover
* Vacation: 25 days of annual paid time off (in addition to the regular public holidays in the city of Zurich)
* 1 additional day of annual leave for every two years of tenure (up to 5 days)
* Your get your birthday off
* 300 EUR / year (2*150 EUR gift cards) to use for your home-office set-up
* 300 EUR voucher/year to use on our Staff Travel Booking platform; you can also use the platform without this voucher, still benefiting from reduced rates
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
IT Services and IT Consulting
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