Senior CSM DACH (m/f/d)

Responsibilities:

• You will be an inspirational Customer Success professional that creates a vibrant, inclusive culture that inspires people around you to do their best by epitomizing our 4 core values (PACT: Pioneer, Adaptive, Challenger, Trustworthy), while you create and execute strategies, drive collaboration and align resources and extend our culture to our customers.
• You will partner with customers and internal stakeholders to drive consensus on mutual success.
• You will build, cultivate and maintain high-performing customers, establish new objectives, coach for success and manage joint-selling and success initiatives.
• You adhere to Zeotap’s company, privacy and information security policies and procedures.


In the role of Customer Success Manager, you will have a successful track record of collaborating with multiple cross-functional stakeholders, including sales, marketing, product, and operations and you will be comfortable interacting regularly with senior-level leaders and the ELT to ensure GTM objectives are met. Last, you will maintain a deep understanding of Zeotap technology and will be able to articulate Zeotap propositions to facilitate and achieve the following:


• Increase awareness of the entire suite of Zeotap solutions across their portfolio.
• Drive the strategy and alignment of customer success strategies to accelerate and expand business value for existing Zeotap customers.
• Create evangelists by listening to customers closely and delighting them with impactful user experiences and services.
• Design and execute adoption, expansion, and renewal models that include specific GTM business plans.
• Consistently execute playbooks and processes that ensure the CSG organization can scale to meet the needs of our customers which results in long-term strategic partnerships.
• Facilitate actionable planning which will include the development of joint solutions, success enablement, and expansion pipeline generation that results in the over-achievement of annual ACV & renewal targets.
• Manage and scale customer relationships to maximize growth and to ensure customer commitment and success including directly building and nurturing C-level relationships across strategic and high-value accounts (if applicable.)
• Initiate and conduct Success readiness and training events by customer type to foster a consistent and valued customer experience.
• Team closely with Marketing to drive greater awareness of Zeotap into a portfolio of customers along with planning industry, account and product-focused on and offline events.
• Establish relationships with leadership across Sales, Product, Channel, and Marketing to ensure cross-functional alignment at a scale that drives additional value to customers.
• Demonstrate through Zeotap software demonstrations and rapid prototyping how connected experiences come to life with Zeotap. This includes but is not limited to the delivery of executive-level demonstrations, construction of future state customer journey strategies, and developing digital marketing and advertising roadmaps.
• Learn and distribute market intelligence to your team(s) and the greater Zeotap ecosystem.
• Accurately report and forecast activity to executive leadership.
• Become a trusted advisor.

Requirements:

• Broad-based business and technology expertise with 10+ years of experience leading a portfolio of customers delivering software-based business solutions to a wide variety of digital marketing organizations with a proven track record of expanding and renewing accounts.
• You must possess a high EQ and ability to lead with positive influence and exhibit leadership qualities that inspire collaboration and trust to execute Zeotap’s global Customer Success strategy.
• Professional fluency in English and German is required for this role.


Across all Zeotap sales professionals, we are looking for the following attributes: 


• Track Record: the proven ability to build and grow a world-class global organization through talent acquisition, development, and retention characterized by high productivity and morale.
• Business Acumen: the ability to engage at every level of a business and understand how to translate business problems and/or initiatives into partnerships.
• Industry Expertise: proven experience cultivating strategic relationships with global and regional digital marketing organizations that leverage platform solutions like ESP’s, DMP’s, and/or CDP’s.
• Technical Acumen: a strong understanding of marketing technologies that leverage on and offline consumer behavior & attributes / 1P – 3P data.
• Consultative Selling: expertise creating differentiated, credible, and successful business cases highlighting revenue growth plans with partners with a focus on mutual success.   
• Results Driven: a demonstrated ability to drive significant NRR growth through the execution of adoption, expansion, and renewal best practices with a tenacious desire to achieve better outcomes via an ongoing desire to iterate.
• Collaborative: you are easy to do business with and are capable of building and maintaining strong relationships with a diverse set of internal and partner constituencies including senior-level executives, legal, finance, support, sales, and marketing experts.
• Urgency: high energy with a persistent drive to execute with urgency and effectively manage time.
• Traveler: dedicated to working with the team, key stakeholders, and customers in person whenever possible.
• Compelling & Effective Communicator: an outstanding communicator with excellent presentation skills; dynamic and persuasive in presenting ideas to both internal and external C-level stakeholders.
• Self Enabler and Learner: you have and curate a broad knowledge of relevant technology and partnership trends.
• Resourceful: the ability to overcome obstacles without sacrificing policy or process.
• Coachable: a life-long passion for learning and providing feedback.
• Transparent & Trusted Advisor: you are unbiased with your positioning when appropriate and are continuously investing in yourself and your customers to become experts.

What we offer

• Competitive compensation & benefits
• Remote-first organisation
• Unmatched Global support system
• Fast-paced, collaborative & fun culture
• Exposure & access to industry experts & teammates that live our values
• Work with very driven entrepreneurs & network of global senior investors across Telco, Data, Advertising & Technology