Customer Success Manager – MessageBird (24sessions)

• What’s my job title? Customer Success Manager – MessageBird (24sessions)
• Where in the world? You can work remotely from anywhere in EMEA.
• Working hours? For this role, you will operate within any EMEA timezone.
• What language(s) are required? Fluency in English and French required. Any other European language, especially Dutch, is a plus!

24sessions is innovating customer interaction. We are one of the fastest-growing Scale-ups in the Netherlands and now part of one of the world’s largest Omnichannel businesses, MessageBird!

Our SaaS solution is leading the field when it comes to customer interaction via our Video-first customer engagement platform. Using AI and machine learning we are helping organizations to increase customer satisfaction, productivity levels and reduce time spent on administration. Google, McKinsey & Rocket Internet recently elected us 1 of the 10 best B2B startups in Europe!

24sessions has been expanding rapidly and we want to secure our spot as the number one trusted partner for enterprise customers. By joining forces with MessageBird, we are making a leap forward in our mission to improve personal customer contact.

The role

You will be part of the Customer Success team and will grow and solidify our position as the trusted partner of choice for video-calling used by our existing enterprise sized customers (typically 1000+ FTE). You’ll manage a portfolio of exciting new and existing enterprise customers. Next to owning your own accounts you’ll assist a Senior CSM on our key strategic customers.

Onboarding and helping our customers make the most of the 24sessions product is a key aspect of the role. Facilitation of user training will help you support our clients with training needs, while keeping in mind we may need to make changes in configurations for our customer so they achieve their goals with 24sessions. We always strive to provide the best service to our customers and if any issues arise you will help them to resolve it.

An important element of this position is keeping our customer up-to-date about new products and features so they can get the most out of our video first engagement platform, while keeping in mind potential opportunities to up-sell our product further.

What You’ll Do

• Take ownership over your customer portfolio (20 – 30 customers) and make sure they are generating business impact with 24sessions; you’ll do that by flawless technical implementation and driving product adoption.
• Guide customers from onboarding through to scaling of 24sessions.
• Drive product adoption and customer education during all stages in the customer lifecycle.
• Focus on net expansion of your portfolio; this could expanding 24sessions capabilities to new users or by implementing more features and integrations.
• Monitor and proactively flag and act on several health indicators (adoption, performance, stakeholder involvement) of the customer.
• Be aware of churn risk within your portfolio and address this with the available tools to help mitigate this.

What You’ll Bring

• 2+ years of experience in customer success management, product enablement or account management in a technical environment
• Proven track record of onboarding, retaining, and expanding complex enterprise accounts
• Business savvy: ability to translate customer needs into product functionality
• Ability to consume and transcribe technical documentation for customers, along with an understanding of API architecture and use cases
• Experience with managing multi-stakeholder relationships
• Knowing that customer focus is about leading them and not just ‘doing what you’re asked’
• Strong communication skills, both written and oral
• Fluency in English and French. Any other European language, especially Dutch, is a benefit!