Senior Customer Success Manager // Latana

March 5, 2021
Latana is on a mission to help brand teams make smarter marketing decisions. As a Senior Customer Success Manager, you will work with current and incoming clients throughout their brand-tracking journey; from onboarding, to adoption, advocacy, and renewal. If you have a passion for building trust and communicating with a broad range of partners, a knack for uncovering insights, and helping clients realize their long-term goals, then Latana is the place for you.

  • Your Responsibilities 
    • Help drive the retention and expansion goals for the Latana current customer base. This will include a data-driven approach to client engagement and deep understanding of the current customer needs.
    • Support and help drive the overall customer engagement strategy including: onboarding , client usage evaluation, client satisfaction, and expansion potential.
    • Maintain high levels of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy.
    • Contribute to the library of customer success assets through ownership of individual projects (customer references, case studies) and thought leadership (methodology, point of view, white papers).
    • Eliminate barriers to customer advocacy and expansion by developing cross-functional partnership across your named customer(s) and identify new ways our platform can deepen their understanding of brand.

    Your Skills and Experience

    • Excellent client communication and consultative skills gained from at least 5+ years of hands-on experience in a customer facing role; previous sales experience is a plus.
    • Desire for ownership of the development and implementation of innovative concepts to help inform and adapt the overall CS strategy.
    • Prior experience or an interest in learning more about the brand space is a plus.
    • Service mentality: you are willing to get your hands dirty and be involved in the ins and outs of the client journey – from onboarding to data analysis & renewal.
    • Client-centricity: you always think with the client in mind and continuously challenge whether decisions, products, and solutions truly bring value to the client.
    • Confidence under pressure: you are able to confidently make recommendations to clients to advise on best practices and solutions, as well as answering questions about the methodology and wider research processes.

    What We Offer

    • A challenging, yet encouraging work environment.
    • The opportunity to contribute to the success of a fast-growing, market-leading product.
    • A lifelong learning budget to contribute to your continuing education.
    • A yearly stipend for use on public transport or personal fitness via Urban Sports Club.
    • In-house coaching to help you grow personally and professionally.
    • A MacBook Pro and all the peripherals you need to succeed in our remote working package.
    • A beautiful office in Berlin-Kreuzberg with the opportunity to work remotely.
    • Regular team outings on our two company boats plus regular social events!

    Latana is committed to providing a respectful, safe, and inclusive workplace. Our team is composed of a highly-skilled and diverse staff. Diversity at Latana means fostering a workplace in which individual differences are recognized, appreciated, and respected in ways that fully develop and utilize each person’s talents and strengths. We pride ourselves on working with the best and we know our company runs on the hard work and dedication of our talented employees.

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