Customer Success Manager - DACH Market

at  SightCall

Demanding global companies such as Whirlpool, Ford, GE Healthcare, Nespresso, Allianz, and Miele, build their vision-enhanced workflows for healthcare, field service, customer experience, insurance, and financial services use-cases on SightCall’s Visual Engagement Platform. SightCall blends digital and physical worlds into real-time collaborative environment where representatives can see what their customers see and can help them remotely in real-time. SightCall’s platform provides a complete set of out-of-the-box features, integrations, APIs, and SDKs. The company works closely with CX Vendors like Nice, Genesys, Five9 and SaaS vendors like Salesforce, ServiceNow and Corelogic.
SightCall is the leader in AR & AI powered self-guided & human-guided visual assistance for global enterprises. Created in 2008, we have +250 Enterprise Clients and deliver solutions across the globe (+100 countries).

REQUIRED SKILLS AND QUALIFICATIONS:

• A proven track record (3 to 5 years) of retaining and growing customers in an actively customer facing role
• Experience working collaboratively with and managing the expectations of both business and IT stakeholders at a customer/client
• Fluent in written and spoken English and German

WHAT YOU’LL BE DOING:

The Customer Success Manager will own a portfolio of accounts across a variety of industries and sectors, and act as each customer’s trusted guide and value consultant. This includes understanding how to deliver significant return on investment for each customer, working with them to discover and implement new use cases, develop success plans that align with their longer-term goals and strategies for implementing visual remote assistance, and ensure retention and growth of your portfolio.

The Customer Success Manager will also educate customers on our product roadmap and how to use our product, and lead or be involved in other responsibilities and tasks as needed to ensure the overall success of each customer as we scale our business.

• Serve as the primary contact for a portfolio of customers, representing the voice of the customer, and advocating for them internally, for example providing input into our product roadmap
• Onboard and train customers, and deliver best practice workshops and guidance to support their success with SightCall
• Develop trusted relationships with our customers, and ensure regular engagement with key customer stakeholders, including formal business reviews with leadership and executive team members, to support retention and long-term growth
• Understand and effectively communicate the value SightCall delivers to customers
• Collaborate closely with Sales, Customer Success, Product, and other SightCall team members to support renewal and expansion opportunities

• Understand customers’ long-term ambitions for SightCall within their organizations, and ensure internal SightCall teams have this feedback to understand ways we can continue to improve our products and servicesOffering new perspectives and creative ways to think about customer success.