Customer Success Team Lead - DACH - GERMAN speaking
Cision
- København
- Permanent
- Fuldtid
- Regular 1:1s, core competency reviews, and semi-annual performance reviews, to ensure your team members have adequate support with problem-solving and career development
- Shadowing your team's client calls and meetings; providing feedback and coaching
- Overseeing new employee onboarding and providing career development planning and opportunities
- Short- and long-range forecasting; working with VP on risk mitigation strategies
- Manage IC adherence to KPIs and data hygiene
- Planning staffing levels against attrition and any expected net logo growth
- Working with your VP and the People Team to recruit, interview, select and employ any necessary new hires
- Acting as a point of escalation for client issues
- Account assignments from new business for your teams
- Acting as internal sponsor on named accounts; supporting on calls, meetings, proposals, pitches and messaging as needed
- Escalating and collaborating with your VP on any and every HR-related issue
- Collating product feedback that can be used to steer product development
- Helping assess and co-ordinate L&D needs within the team
- Working with VP and peers to organise team social activities
- Create an inclusive and inspiring team environment with clear goals, open communication, and opportunities for creativity and risk-taking
- Innovate and trial new approaches and feedback on their effectiveness
- Drive an effective partnership with the Account Management function and other teams at Brandwatch
- Seek out opportunities to hear and action feedback from your team members and resolve any issues
- Recognize high performance and effectively manage performance gaps
- Fluent in German and English (C1 +)
- 2+ years of management experience
- 3+ years managing SAAS accounts, with a demonstrable track record of high performance in retention and growth
- In-depth knowledge of customer success principles and best practices
- Knowledge of SAAS performance metrics
- Excellent communication, coaching and leadership skills
- Organisational and time-management skills
- Change management and decision-making skills
- Direct experience as a team leader or manager
- Working knowledge of either marketing principles and best practices, research methodologies, or both.