Hybrid Customer Success Manager, German

at Ventrata

• Job title: Customer Success Manager, German
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Brno, Czech

About the role

• Customer Success Manager working with clients to enhance satisfaction and retention at Ventrata. Join a growing SaaS team providing comprehensive ticketing solutions for diverse attractions.

Responsibilities

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
• Responsible for annual negotiations with existing customers;
• Develop customer relationships that promote retention and loyalty;
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors;
• Represent the voice of the customer to provide input into the core product, marketing, and sales process;
• Within a short period, you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues, and troubleshoot or escalate to the dev team;
• Lead the onboarding process and training of new clients;
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives;
• Clearly communicate progress of weekly/monthly/quarterly initiatives to internal and external stakeholders;
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;
• Develop new business with existing clients and/or identify areas of improvement;
• Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated;
• Collaborate closely with the Customer Success Team to share best practices and lessons learned, and with Product and Development teams to address reported bugs, and work on new features based on client feedback;
• Assist with challenging client requests or issue escalations as needed;
• Expedite the resolution of customer problems and complaints to maximise satisfaction;
• Create and maintain comprehensive project documentation;

Requirements

• Full professional proficiency in English and German**.**
• Proven work experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager, or another relevant role;
• Professional experience in the ticketing, attractions, or travel industry (e.g., tours, experiences, booking systems, or related services);
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organisation, including executive and C-level;
• Experience delivering client-focused solutions to customer needs;
• Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail;
• Excellent listening, negotiation, and presentation abilities;
• Strong verbal and written communication skills;
• Driven and detail-oriented, self-motivated, enthusiastic, and with a can-do attitude;
• Experience from the SaaS environment is a plus.

Benefits

• We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
• Unlimited paid holiday days.
• Start-up working environment.
• WFH or work remotely.
• Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity.
• Office in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :)
• Young and passionate team
• Refreshments and delicious coffee in the office area.
• Hardware/ remote setup package.
• Competitive salary and regular salary revaluation.
• Bonuses based on company performance.