Senior Customer Success Manager

at  Tacton

REQUIREMENTS

You are a hands-on, self-directed person who plans, prepares, and executes in your role both from a delivery perspective and also sees future demands. You are comfortable working with both engineers, IT professionals, and higher management and you are an excellent team player.

• Strong background in Customer Success Management or Customer Experience.
• Proven success in handling deliveries for medium to large global strategic enterprise accounts.
• Possess consultative solution skills, with the ability to clearly articulate ROI, helping customers revolutionize their processes, achieve growth, and enhance competitiveness.
• Bachelor’s degree in computer science, business, or a related field, or equivalent experience
• Familiarity with configuration technologies and solutions is a plus.
• Excellent written, verbal, and presentation skills in English, German is a plus.
• You can travel when required.

ABOUT TACTON

Tacton is a leading software-as-a-service company trusted by global manufacturers. We started in the late 1990s when six computer scientists figured out a revolutionary way to help Manufacturers overcome their most business-critical product configuration challenges. Since then, we have grown to support global manufacturers seeking to thrive in a changing world.
We invite you to find out more about us @ www.tacton.com/abou

ABOUT THE ROLE

As our next Senior Customer Success Manager, you will be responsible for working directly with several of our larger customers. You will network across both IT and business units and be driving the entire customer journey, supported by our implementation experts. Our Customer Success Manager works closely with both the Sales department to find new opportunities, renewals and upsell, and together with Support functions to secure Customer Success and a satisfying Customer Journey. The main objective for the Customer Success Manager is to drive customer adoption, reduce churn, enable expansion, and secure subscription renewals. You will be supporting a value-driven implementation – across a broad set of offerings and business needs. The focus is to drive every customer to get maximum value from their CPQ-investment and you take responsibility for the customer adoption and lifecycle.
You will be part of a small, yet highly supportive Customer Success team, reporting directly to Matti Stoor, SVP of Customer Success.

WHAT YOU WILL DO

• Onboarding: Establish strong relationships with customer stakeholders, ensure a seamless transition from sales to customer success, and drive value discussions.
• Customer Advocacy: Act as the primary point of contact for customers, providing strategic guidance and support throughout the customer lifecycle.
• Value Delivery: Ensure that Tacton delivers on the value promised in the customer roadmap, driving adoption, expansion, and renewal.
• Business Reviews: Regularly conduct Customer Business Reviews to assess progress, refine strategies, and support customers in achieving their goals.
• Escalation Management: Serve as the escalation contact for customer issues and work closely with internal teams to resolve challenges.

WHO WILL THRIVE IN THIS ROLE

We are looking for you who, like us, get highly motivated when a customer is progressing on their customer journey, who loves to solve challenges, and who lives and breathes cross-functional collaboration. We are looking for you who have documented experience in managing Customer accounts from a Customer Success Management or Customer Implementation perspective. We also expect you to have a professional background that enables you to build strong relationships with our customers.

You are a hands-on, self-directed person who plans, prepares, and executes in your role both from a delivery perspective and also sees future demands. You are comfortable working with both engineers, IT professionals, and higher management and you are an excellent team player.

• Strong background in Customer Success Management or Customer Experience.
• Proven success in handling deliveries for medium to large global strategic enterprise accounts.
• Possess consultative solution skills, with the ability to clearly articulate ROI, helping customers revolutionize their processes, achieve growth, and enhance competitiveness.
• Bachelor’s degree in computer science, business, or a related field, or equivalent experience
• Familiarity with configuration technologies and solutions is a plus.
• Excellent written, verbal, and presentation skills in English, German is a plus.
• You can travel when required