Customer Success Manager / Account Manager DACH (f/m/d)

at  Dennemeyer The IP Group

As a key member of the Dennemeyer Sales Team, the Customer Success Manager (CSM) will work in all aspects of the customer on-boarding and -relationship management processes. Acting as the voice of the customer, the CSM focuses on our existing customer base and aims at fostering the relationship through his/her expertise and service excellence. The CSM is responsible for maintaining and upselling existing business and works in concert with the Business Development Manager (BDM) to identify and seize cross-selling potential. He/she serves as the primary contact for new customers and facilitates a customers’ onboarding journey within our organization.
About Dennemeyer
The Dennemeyer Group offers high-quality services for the protection and management of Intellectual Property Rights and management of Intellectual Property and is committed to being the first-choice partner for customers globally. With over 60 years’ experience in the industry and more than 20 offices worldwide, Dennemeyer manages over 3 million IP rights of around 8000 customers.
About the role
We are excited to announce an opportunity at Dennemeyer for an enthusiastic and dynamic individual to join our team in the role of Customer Success Manager (CSM). At Dennemeyer, our commitment is to deliver a seamless customer experience. As a pivotal member of our team, your responsibilities will include building and managing your client portfolio, ensuring high customer satisfaction, and performing a wide range of tasks such as nurturing customer relationships, networking, contributing to sales efforts, and reducing customer churn. Ideal candidates should possess strong social and analytical skills, a passion for learning and adapting to new software, and the ability to communicate clearly and effectively.
Key Role Responsibilities
The CSM’s primary responsibilities involve retaining clients, strategically growing our presence in the assigned area, and advocating for our clients. You will also play a vital role in enhancing the customer experience through product support, engaging with customers effectively, maximizing their value, and devising strategies to expand our customer base. Additionally, it’s your responsibility to ensure ongoing customer success, from the initial onboarding phase through to post-service stages, ensuring that clients consistently receive top-notch service that exceeds expectations.

Your tasks

• Own the accounts’ revenue development by securing the existing business and actively identifying opportunities for mutual value creation to maintain and expand your own customer portfolio.
• Establish and maintain long-term oriented customer relationships by identifying specific problems and needs in order to achieve both maximum customer satisfaction and revenue growth.
• Effectively position Dennemeyer services as the IP solution(s) of choice by understanding the competitive landscape and customer needs.
• Identify and coordinate campaigns together with our Business Development teams to enhance Dennemeyer’s reputation and effectively position our services.
• Advocate the customer’s views and needs in Dennemeyer’s product enhancement, roadmap and provide input into every core product, marketing and sales process.
• Facilitate the onboarding journey of a new customer, anticipate and solve roadblocks and act as the central point of contact within the Dennemeyer Group.

Required Qualifications

• University degree in Business Administration or Legal studies (BA and/or MA, MBA).
• Minimum of two years of experience in Customer Success, Account Management, or a similar sales role.
• Demonstrated experience in providing customer service support.
• Strong written and verbal communication skills in English and German
• Client-facing expertise with excellent interpersonal skills.
• Proficiency in problem-solving and multitasking.
• Self-motivated and goal-oriented.
• Collaborative team player with the ability to work across different departments.

Dennemeyer is an Equal Opportunity Employer. Dennemeyer does not discriminate based on race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Your profile

• University Degree (BA and/or MA, MBA) and 3+ years of experience in Customer Success / Account Management or a similar sales role
• Knowledge in the area of intellectual property rights is desirable
• Excellent communication skills in German and English
• Well-structured and self-motivated way of working, including a positive “can-do” attitude;
• Target-oriented approach and strong analytical skills
• Teamwork and intercultural competences

Join us and grow with us!

• Develop and customize your long time career within a fast growing multinational company
• Enjoy working in multicultural teams and contribute to a diverse and international working environment
• Organize your lifestyle with flexible working hours
• Take the opportunity to act independently and entrepreneurial in your area of responsibility and profit from flat hierarchies and short decision-making processes
• Celebrate success together as one team at our various corporate events
• Attend a tailor-made onboarding program as well as individual training & development opportunities
• Contribute through your personality and your daily work to make an impact on our business, corporate culture, society and environment

Dennemeyer is an Equal Opportunity Employer. Dennemeyer does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need

• Own the accounts’ revenue development by securing the existing business and actively identifying opportunities for mutual value creation to maintain and expand your own customer portfolio.
• Establish and maintain long-term oriented customer relationships by identifying specific problems and needs in order to achieve both maximum customer satisfaction and revenue growth.
• Effectively position Dennemeyer services as the IP solution(s) of choice by understanding the competitive landscape and customer needs.
• Identify and coordinate campaigns together with our Business Development teams to enhance Dennemeyer’s reputation and effectively position our services.
• Advocate the customer’s views and needs in Dennemeyer’s product enhancement, roadmap and provide input into every core product, marketing and sales process.
• Facilitate the onboarding journey of a new customer, anticipate and solve roadblocks and act as the central point of contact within the Dennemeyer Group