Customer Success Manager - (German speaking)

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.  

The work you’ll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you. 

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.  

This is an individual contributor position based in Poland and requires someone who speaks fluent German.

What you can expect to do:

Customer Engagement

• Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution
• Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments
• Fully accountable for customer retention by conducting occasional check-in calls across a wide range of customers for tactical items and perform strategic business reviews, with the ultimate focus on minimizing churn
• A key measure of success will be your ability to maintain the highest levels of CSat and NPS for your assigned Customers
• Continually monitor and update customer health records

Sales Excellence

• Develop high-level knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews
• Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes
• Proactively seek out and be fully accountable for revenue growth of your Customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; seek opportunities to expand key customer contact network to unlock potential of how G-P’s products can support across the customers’ business.
• Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities.
• Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services.

Customer Advocacy

• Function as the “voice of the customer” and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.
• Help identify customers who would be good references and work with Marketing to create case studies

Product & Industry Expertise

• Proactively builds and maintains a strong knowledge of G-P’s product landscape, solutions, and business priorities
• Strong GPP knowledge, and can share best practices and train customers to drive product adoption.
• Gain understanding of competitive landscape to demonstrate differentiation to customers

Project Management

• Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboardings
• Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.

What we are looking for:

• 2+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
• Experience of developing strong relationships with a high volume of customers
• Exceptional prioritization skills when managing multiple accounts
• Comfortable with technology
• Influencing skills
• Self-motivated with the ability to own and drive initiatives to completion; able to take a strong degree of ownership over their work