Senior Customer Success Manager, Spryker Systems
Commerce technology platform for global enterprises
Job no longer available
Commerce technology platform for global enterprises
201-500 employees
Job no longer available
201-500 employees
Company mission
To enable companies to create winning transactional business models in B2B, Enterprise Marketplaces, Unified Commerce and B2C.
Role
Who you are
- You have profound and hands-on experience in key CSM activities (Sales Handover, Onboarding, Business Reviews etc..)
- Proven ability to collaborate and build strong relationships with customers Business Stakeholders especially at the Executive level
- Exceptional oral and written communication skills and attention to detail
- Minimum 3-4 years’ experience in the Commerce space with a track record on developing customers
- 5+ years previous experience as Customer Success Manager or Account Manager
- Proven ability to solve complex problems
- Value driven: A passion to ensure customer reach their (business goals) leveraging our Spryker
- Resilience and solution-focused mindset to de-escalate critical situation
- Passion for digital and sophisticated, complex business models
- B2B Background and/or background in marketplaces a plus
- You are a self motivated, continuous learner, strong team player
- Fluency in English language, Fluency in German language is a plus
What the job involves
- Proactively manage a portfolio of high touch customers
- Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues
- Develop a trusted advisor relationships with key stakeholders and executive sponsors
- Understand customers business goals, needs and priorities
- Develop customer specific success plays (and plans) to ensure value realization, customer satisfaction and retention
- Effectively communicate product evolution to our customers
- Drive advocacy for customer requirements and feature requests
- Collaborate closely with various cross-functional teams (Partner Success, Engineering, Product Management, Marketing and Sales) to drive better results
- Act as additional escalation channel for support inquiries in a timely and productive manner
- Identify new expansion opportunities: up-sell, cross-sell, services & training
- Onboard new team members & coach junior team members
- Drive new ideas and processes
- This role requires mostly virtual communication to clients but you’re up to some travel to customer sites every now and then (0-40% time)
Otta's take
Sam Franklin
CEO of Otta
In the current ear of digital transformation, and with the rapidly shifting landscape, the need for larger businesses to stay ahead of competitive and well-funded startups is increasingly crucial. Spryker is a modular cloud platform-as-a-service helping companies build experiences for marketplace, B2B, and B2C commerce. The aim is to help larger businesses benefit from the same flexibility and rapid-testing capabilities that smaller, more agile companies can take advantage of.
Spryker offer upwards of 900 API-based modules to help larger businesses keep up with their smaller counterparts. The market demand for its services is on the rise, enabling the company to secure a good roster of top clientele such as ALDI and Toyata. That said, the profiles of Spryker competitors such as German Commercetools and US-based Shogun have also significantly increased.
Despite this competition, Spryker has been eyeing expansion into the US - a wise move given North America takes up a large share in the global eCommerce software market. Recently, the company has continued to add new capabilities to its offering, including by launching its "Composable Value Services" tools, as well as securing further partnerships and bolstering its leadership team.
Insights
Company
Funding (last 2 of 3 rounds)
Dec 2020
$130m
SERIES C
Feb 2018
$22m
SERIES A
Total funding: $155.8m
Company benefits
- FLOW concept - enjoy the trust and full ownership to excel in an outcome-oriented environment
- Framework for holistic and regular 360° feedback as well as for personal and professional development
- Self-learning tools, training and workshops, as well as free language classes and knowledge sharing sessions
- Regular all-hands and executive Q&A sessions
- Climate-neutral company
- Digital yoga and workout classes
- Regular team events
- Legendary summer and winter parties in surprising locations where we gather our entire global herd
- Choose between the newest hardware versions, and work with the latest tools and technologies
- Provide feedback and suggestions through our regular and anonymous internal pulse surveys
Company values
- Herd-player: We learn from each other and unite in our differences, while being friendly and ego-less
- Solution-oriented: We innovate and look for best-fit solutions, not complaining about the problem
- Seeking ownership: We are organized, reliable, loyal, and always challenge ourselves to see the big picture
- Passionate: We have a true and contagious passion for what we do and for our herd, which gives us energy to keep striving for excellence
- Adaptable: We don‘t get attached to the status quo, but welcome constant change with open arms, positive attitude and flexible mindset
Company HQ
Moabit, Berlin, Germany
Founders
Boris Lokschin
(CEO)Previously an Executive Consultant at CGI. Went on to become an Executive Business Manager at SYMMETRICS.
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