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Customer Success Manager (German Market)

Job Description

At goFLUENT, we are deeply connected by our goal of empowering people with language skills. No matter what your role is, know that your work has a unique and powerful impact on millions of employees’ career opportunities and professional growth.

Launched in 2000, goFLUENT is a world-class hyper-personalized language learning solution with a mission to provide everyone an equal voice.

About the position

The Customer Success Manager (CSM) will support the Sales representative during the entire customer lifecycle.

S/he is the main interface for all programme-related inquiries, S/he positions herself/himself as a trusted advisor. S/he is ensuring customer retention by delivering day to day support. S/he works closely with the Sales representative to make sure the solution delivered is aligned with what was sold and with customer’s expectations.

He/she reports to the CSM Team Manager / General Manager.

What you'll do

  • Develop and manage client portfolios
  • Development, implementation and management of Client's project
  • Make sure the solution is aligned with expectations and issues are handled when still small
  • Explain/ Present features and benefits of the goFLUENT solutions (LMS Learner and Manager) through Kick-off sessions or webinars
  • Support clients’ usage of our solutions (Managers) by presenting tools dedicated to monitoring the programme/ sending specific reports
  • Organize and handles monthly or quarterly reviews with clients
  • Escalate to the sales representative in charge of the account any important issue / client need
  • Coordinate local actions for global contracts in order to align goFLUENT's offer with the client's global learning strategy
  • Upsell actions can be taken in coordination with the sales representative of the account (CSM can send proposals aligned with prices & general conditions defined in the contract)
  • Updates Salesforce with the appropriate information

What you'll need

  • Must be methodical and organized, your relational ease is your asset to succeed in this position;
  • Show customer-centric attitude; be empathetic by carefully listening and understanding client’s needs, objections, etc
  • Be a multitasking person with great problem solving skills, flexible to get adapted to the customer's manner of running their Operations and meet their expectations.
  • Be proactive and able to anticipate potential problems and/or to provide unprompted support, simply to improve customer satisfaction, experience and guarantee the success of the project.
  • 2 years of proven experience in B2B projects.
  • Good command of CRMs, especially Salesforce (desirable)
  • Demonstrate excellent oral and written communication skills in English (mandatory).

What We Offer

  • Benefits (can add some details as needed)
  • The opportunity to work with amazing colleagues who truly care about each other and from whom you can learn from and teach
  • The chance to interact in a diverse company culture with colleagues across 18 countries
  • The experience of joining a high-growth/high-traction organization, working in an international, youthful and cheerful environment
  • Full on-boarding and management support leading candidates to success
  • Stable job position with several career progression opportunities
  • Language training

 

About goFLUENT

goFLUENT, an award-winning digital language learning solution present in 19 countries across all continents, accelerates language learning by delivering hyper-personalized solutions that blend technology, content, and human interaction available globally on any device.

Today, L&D leaders of over 1,000 international corporations in 100+ countries trust goFLUENT’s solutions to speed up the acquisition of language skills needed to build confidence, empower career growth, and foster a more inclusive global culture.

With its Corporate Language Academy and Live Training, goFLUENT provides companies the solutions they need to acquire and refine communication skills in strategic business languages such as English, French, German, Italian, Mandarin, Portuguese, Spanish, Dutch, and Russian.

Watch our video to discover goFLUENT from the eyes of our colleagues worldwide: https://www.youtube.com/watch?v=K5IApS6qBGI&t=1s

See how together, we provide an equal voice.

Ref: REF - goFLUENT 2

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