Customer Success Manager with German

Proxiad SEE is an IT Consulting and Software Development company, part of Proxiad Group France, with headquarters in Paris, over 25 years of industry experience, and 1300 + specialists. The Southeast Europe (SEE) branch employs 250+ professionals, operates in Bulgaria and North Macedonia, and has provided services in various sectors (Healthcare, Fintech, Banking, Insurance, E-commerce and Retail, Procurement, etc.) for over 18 years.

In 2022 we stepped above and introduced two innovative software products: Desk Buddy and GROW.

We have implemented a hybrid work model and offer opportunities for learning, development, and CSR activities, following and incorporating ESG elements.

In this role, you will collaborate with business customers on a powerful, real-time cloud emailing platform. As a Customer Success Manager, you will identify and resolve critical issues within the Support organization for top-tier customers, ensuring consistent resolution assistance and maintaining high levels of customer satisfaction. Additionally, you will actively contribute to cross-functional internal meetings, driving service improvements and enhancing client satisfaction.

Responsibilities:

Partner with Sales to onboard new and existing customers into the Managed service

Work closely with clients to understand their business and how they can effectively use the product to reach their business goals

Ensure clients understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability

Monitor Sender Scores, block lists, delivery rates, etc and proactively fix any issues that may arise, as well as provide guidance on how to avoid these issues in the future

Identify revenue growth opportunities with the Sales team through the utilization of new services and/or contract renewals

Develop and maintain strong product knowledge in order to support their clients, as well as evangelize new product features as they are released

Requirements:

2+ years of experience in an Account Management, Technical Support, or similar client-facing role as the primary POC for a strategic customer

Ability to build and maintain strong relationships with both clients and internal teams

Solid understanding of mobile devices and web protocols (SMPP, HTTP, XML, etc)

Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials and proven knowledge of network access, server functionality & solving technical issues. Experience with email systems, API Telnet DNS, Telnet SMTP

Strong project and time management skills, including prioritization of multiple tasks across potentially dozens of clients

Excellent communication (verbal and written), critical thinking and analytical skills



Preferred:

A technical understanding of email marketing and deliverability

Bachelor's degree



Benefits:

25 days of paid annual leave; we value your leisure time

Flexible and liberal work policy, with options for remote or hybrid office space

Additional health insurance package (including medical, dental, optical, and other expenses), effective from the first day of the month following your start date

Training and development programs, knowledge exchange sessions, certification programs, and international conferences

Internal recognition through a Success Card system with various levels of bonuses

Participation in socially responsible events

Gifts for your Proxiads work anniversary, birthday, etc.; Refer-a-Friend program; employee discounts.

Proxiad Summer Camp, team-building activities, and other exciting social events!

All applications will be treated with strict confidentiality.

Only short-listed applicants will be contacted.