Customer Success Manager - #2631265

COMPANY BACKGROUND

Imprima’s Virtual Data Room SaaS platform facilitates the full scope of Data Room Preparation, for both vendor- and buyer Due Diligence. We were the first to market in Europe (in 2001) with our Virtual Data room offering, and since then have handled EUR 1 trillion-worth of transactions in over 160 countries. We were the first VDR supplier to develop and deploy AI in a Virtual data Room setting and are the only VDR supplier deploying the latest - Large Language Model based - AI technology. The introduction of AI is currently causing a paradigm shift in the way Due Diligence is conducted, and Imprima is at the forefront of that development.

We have built up a customer base of high-profile corporations, financial institutions, law firms and advisors. Our clients rely on us when the stakes are high because we have the most secure, comprehensive, and easy to use due diligence platform in the industry.

We know that when it comes to making a deal, time is of the essence and confidentiality is critical. That’s why our technology is unparalleled, and our service and support teams constantly go the extra mile to help you get the most complex deals over the line.

MAIN RESPONSIBILITIES

Your overarching responsibilities are retention of the existing customers that you will be responsible for as Customer Success Manager, increasing revenue at existing customers through upselling additional features, and enabling repeat business. To achieve that you will need to:

·       Oversee all aspects of delivery from inception (either pre-sale or kick-off call) through to closure including full support and consultancy of VDR projects. This ranges from pre-sale client meetings and demos (both online and F2F), client kick-off calls all the way to successful project completion.

·       Proactively manage both clients and projects, by taking the brief for new projects with a professional and confident approach either direct from the client or from Sales, to managing email and telephone requests from clients.

·       Work directly with clients to ensure they successfully utilise all functionalities available to them including our unique set of AI tools. This can include client workshops and / or running pilot programs to increase adoption levels and improve client outcomes.

·       Ensure all customer complaints are handled promptly and all relevant stakeholders are informed accordingly, and the matter brought to satisfactory resolution.

EXPERIENCE & COMPETENCIES

·       Experience in Customer Services / Success role preferably in SaaS environment

·       Excellent presentation (customer facing) skills

·       Passion for service / customer success and delivering a great client experience

·       Positive, can-do attitude who is committed to ensuring the client will receive an excellent level of service

·       Outstanding communicator and highly motivated to succeed

·       Team player who can delegate, escalate and hand over work as necessary

·       Strong troubleshooting & technical skills

·       Strong software and IT competencies

·       German native speaker, English fluent, Polish or another language is a plus

DEPARTMENT & REPORTING LINE

·       Directly reporting to the Group Customer Service Manager

·       Indirectly reporting to the Frankfurt Regional Sales Director.

LOCATION

·       Frankfurt Office, Germany, with some work from home flexibility