Technical Customer Success Manager (m/f/d)

at  EMnify GmbH

WHY EMNIFY?

With a predicted 25 billion connected IoT endpoints by 2025, the commercial and technological opportunities presented by the IoT are endless. Not to mention the career paths this exciting space has created. emnify stands out by delivering the next generation of connectivity technology to IoT solution providers worldwide – either directly or via strategic partnerships with CSPs. The most exciting thing about working at emnify is that we are just at the beginning of our journey. We are constantly developing our culture, people and our business approach further. Our guiding principles are driving transformation, customer centricity and empowering people. If you share our vision to unlock the potential of connectivity in a people focused culture that gives you the chance for impact, growth and to be successful together, we would be happy to join us.
Your Role
The Technical Customer Success Manager will ensure that customers achieve their desired outcomes through effective utilization of our product and play a crucial role in driving customer satisfaction, retention, and revenue growth through effective upselling and successful renewal processes.
This position requires a strong blend of technical knowledge, interpersonal skills, and a deep understanding of our products/services to effectively engage with customers, address their needs, and maximize their value from our offerings.
We are dedicated to ensuring that our international customers from a variety of industries get the best out of emnify’s technology.
Your Impact
Technical Expertise: Cultivate a comprehensive understanding of our products/services, including their technical intricacies, features, and benefits. Utilize this expertise to guide customers in optimizing the value of their investment, troubleshoot technical issues, and offer strategic recommendations.
Upsell Strategy and Execution: Spearhead the development and execution of upsell strategies leveraging deep technical understanding of customer needs and business objectives. Collaborate closely with Sales and Product teams to craft personalized upsell plans aligned with each client’s unique technical requirements.
Renewal Management: Lead the end-to-end renewal process, ensuring seamless communication, negotiation, and execution of renewal contracts. Proactively address any technical concerns or challenges that may arise during renewals to foster long-term partnerships with clients.
Customer Relationship Management: Cultivate and nurture strong relationships with key stakeholders within client organizations. Serve as a trusted technical advisor by comprehensively understanding their technical needs and aligning our solutions to address their challenges effectively.
Proactive Monitoring: Continuously monitor and analyze customer usage and engagement patterns to identify opportunities for upselling and potential risks to renewal. Take proactive measures to mitigate usage gaps or concerns and ensure customer success.
Cross-functional Collaboration: Collaborate seamlessly with Sales, Marketing, and Product teams to share technical insights, customer feedback, and recommendations for product enhancements. Work closely with these teams to ensure a cohesive and customer-centric approach across all interactions.
Your Skills
Strong technical background with experience in customer-facing roles.
Solid understanding of network concepts such as IP addresses, VPNs, coupled with a genuine passion for IoT, M2M, and Telecom products.
Demonstrated ability and enthusiasm to learn new technologies, particularly within the IoT industry.
Proven track record of effectively managing upsell and renewal processes, consistently meeting or exceeding targets.
Expertise in negotiation with a history of successfully navigating complex technical negotiations to achieve mutually beneficial outcomes.
High level of ownership, proactivity, and solution-oriented mindset, particularly in addressing technical challenges.
Outstanding communication skills with a customer-centric mentality, along with a commercial problem-solving approach in a fast-paced, dynamic environment.
Professional proficiency in English, both verbal and written.
Fluency in German or French is a plus. Experience with Salesforce and Customer Success tools is advantageous.
Your Benefits
Learning culture
It’s all about your growth. emnify puts a lot of effort into setting up different learning opportunities for everyone. We are currently focusing on leadership coaching with our partner Gallup with their strengthsfinder approach. We enable leaders to identify their strengths to continue their learning journey. We offer emerging leaders with our partner Junto to connect with other leaders from similar companies to learn together and grow a network. On top of that our employees benefit from lunch & learn sessions to learn and understand different parts of the business better and leverage the different skills from each other.
Mental health
The last couple of years were full of challenges for everyone. We believe your mental wellbeing is everything to us. That’s why we have partnered with Plumm to bring you the very best mental health care. Plumm will give you the support you need – or want – and empower you to be the best you! Better yet, it’s entirely online. You can work on any goal you want, anytime, from anywhere, and use any well-being resource that works for you! You benefit from 1on1 video sessions with certified therapists, chat therapy sessions or online courses for meditation and even more.
Celebrate success together
We empower leaders to spend some quality time with their teams and get together for dinners, workshops, or other fun activities. Building relationships in your team and beyond is key to form and maintain a high-performance culture that ensures a successful and competitive business. We want work to be fun and achieve challenging goals together. Beyond the quarterly events we also have company events like summer or christmas parties where everyone gets together to ensure people focused culture.
Flexible working approach
As a global company, our colleagues work around the world and in different time zones. Flexibility is key to us. emnify has chosen the hybrid approach to focus on growing their existing hubs further. Whereas our GTM organization in the US is completely remote because there is no hub for them yet. We offer professional relocation services, employer of record and remote working policy. We know great talents are spread around the world or have their families in different countries. We are not a remote culture. We believe driving transformation and embracing customer centricity can be done best in our hybrid working environment where we can learn and grow together.
Onboarding Journey & Privacy Notice
The moment when you sign our contract your onboarding journey starts. Depending on your notice period, you can start with us 14 working days after signing. We are aiming to provide the best onboarding experience for you, your manager and your future team. All the interactions with you are fully automated and designed with Enboarder, our onboarding technology partner, helps us to create a high level of engagement until your start. For people with longer notice periods, expect us to reach out to you 1 month before you start. Your talent advisor will stay in touch with you until then.
We take affirmative action to ensure equal opportunity for your application, regardless to your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation or gender identity. Your qualification and value add are the deciding factors!
In case you are living with disabilities, chronic illness or neurodiversity please inform us, to provide you with the proper assistance in the application process.

Please refer the Job description for details