Emerald Technology

Location: Zurich, Switzerland

  • The following responsibilities represent a prioritized task for CSMs as it stands today
  • Supporting TAMs and Sales teams on individual accounts, many of which are the largest and most complex organisations in the world

With the full support and collaboration of the TAM and Sales lead, the CSM is expected to own the following;

  • An Account Engagement plan from which the Account Team can collaborate. CSMs own portions of the plan and will be expected to ensure other groups effectively contribute
  • A collaborative and strategic customer roadmap and plan for the months and years ahead
  • An evolving set of clearly articulated and documented use cases centered around ROI, efficiency and business change
  • A clear ROI process which is executed and validated at key points in the journey
  • Driving maximum integration of their technology into business processes and controls in order to achieve ROI and efficiency goals. In achieving this, CSMs are expected to understand and support technical integration of their products into customer’s toolchains and environments
  • The planning and execution of regular and appropriate strategically-focused Executive Business Reviews, alongside the TAM, Sales and Executive team
  • Tracking the health of assigned accounts and, where appropriate, implementing formal improvement plans
  • Assisting on other account level activities such as stakeholder mapping, maturity modeling, enhancement tracking, renewal and expansion tracking and reporting
  • Where appropriate, ensuring our customers are actively engaged with the wider internal business, be it Marketing, Product Management or our Executives
  • Assisting and owning practice development projects to mature both the CSM and wider TAM functions
  • Contribute to documentation efforts, both internally and publicly facing
  • Maintain a broad understanding of all aspects of the solution
  • Where needed participating in activities more aligned to TAMs, in particular QA activities internally, or Platform demonstrations in pre-sales minimum requirements

Skills and Requirements

  • Obsession over value and return on investment
  • Technically astute. Able to understand majority of large enterprise IT concepts
  • Consultative mindset combined with project based execution approach
  • Interest in solving the toughest IT problems faced by organizations today
  • Thrives in a fast paced, currently loosely defined and constantly evolving environment
  • World class customer facing and interpersonal skills; professional, insightful value-driven
  • Excellent organizational ability
  • Team player
  • Willingness to always go above and beyond for the customer
  • ‘Healthy paranoia’ mindset
  • Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions
  • Fluency in German is required. French would be advantageous.

Advantages

  • Able to install and configure a variety of software solution
  • Comfortable across operating systems commonly found at large organizations
  • Familiar with general networking and database concepts

This is an exciting opportunity to join a function in its infancy, taking the best of Customer Success externally and re-imagining it in the way that only our client can.

Is this the opportunity you have been looking for? If so, then please submit your CV

Reference: AUJA-555686