Emarsys, An SAP Company, is the omnichannel customer engagement platform, which empowers marketers to build, launch, and scale personalized cross-channel campaigns that drive business outcomes. By rapidly aligning desired business results with proven omnichannel customer engagement strategies — crowdsourced from leading brands across your industry — our platform enables you to accelerate time to value, deliver superior 1:1 experiences and produce measurable results fast
(Adapting to our environment for office based, hybrid or remote working, we’ve hired and successfully onboarded a multitude of people across every division and region, developing ways of working to make sure new joiners feel part of our team. That being said, please let us know if you have any specific requirements as part of the recruitment process that will help us better accommodate you and improve your experience)
The Digital Client Success Team is ensuring our clients' success and satisfaction in the digital segment. We are guiding our clients on their customer journey and deliver a seamless customer experience through the strategic implementation of consistent digital touchpoints. The Digital Client Success Team Lead is tasked to drive a team of Digital Client Success Managers (DCSMs) towards ensuring high customer satisfaction and adoption of the Emarsys platform while ensuring that the team remains motivated to deliver exceptional expertise and service to our customers.
You will own strategic initiatives among our digital programmes and collaborate with other team members and departments, to develop strategies that effectively position our product and service offerings, aligning with our retention, revenue, and growth targets. As a Player Coach, you will set the example by taking direct responsibility for customer requests and projects but also serving as a point of escalation for any customer inquiries and to resolve any challenges as they arise.
You will collaborate closely with the Client Success Director to ensure quality assurance and efficient resource management across the global digital team.
The role is a perfect perfect opportunity for someone who wants to work in a fast-paced SaaS business and understands what a digital/automated customer experience means and is passionate to be part of the digital transformation journey. The balance of leadership, process optimization, and digital engagement expertise are required.
YOUR AREA OF RESPONSIBILITIES
* Own the success of a portfolio of Emarsys’ clients by ensuring their satisfaction, retention, adoption, and growth.
* Take direct responsibility for customer requests, projects and adoption of the Emarsys platform.
* Serve as a point of escalation to resolve issues promptly.
* Proactively monitor clients for potential risk indicators, developing strategies in collaboration with team members to reduce these risks and ensure continued success.
Team Leadership and Development
* Lead the Digital Client Success Managers in scaling their commercial acumen, industry knowledge, and relationship management skills.
* Conduct strategic account planning with the Digital Client Success team to identify growth opportunities in alignment with adoption plans.
* Coach team members on effective digital business reviews to enhance customer engagement.
* Ensure best practices and quality assurance in all customer interactions.
* Manage and distribute workload efficiently across the global digital team for optimal resource allocation.
* Foster a culture of continuous improvement by developing team talent and identifying training needs.
Reporting and Initiatives
* Use Salesforce and other systems consistently for accurate forecasting and reporting, providing strategic insights for decision-making.
* Leverage digital tools and automation to scale operational efficiency and enhance customer success.
* Contribute to continuous improvement of the Global Digital Client Success Team internally and externally by developing new programmes and adoption touchpoints.
* Participate regularly in internal trainings and stay up to date on product developments, industry trends and updates
YOUR PROFILE
* An SAP Emarsys evangelist who drives success within their team through their passion for our business and for delivering Client Success.
* Understandingofcustomer retention, renewal strategies, and digital touchpoint engagement.
* Proven experience leading a small team of individual contributors in a SaaS or tech-driven environment.
* A proactive, positive attitude with the enthusiasm to motivate and drive your team forward
* Excellent coaching and mentoringskills to help the team optimize customer interactions.
* Strong organizational skills withexperience in managing global, remote teams.
* Accustomed to work with a broad and multilingual customer base and under a predefined set of actions.
* Expertise inCRM tools (e.g., Salesforce or similar platforms).
* Excellent communication, relationship management and negotiation skills
* Confident appearance and ability to present in front of executives.
* High degree of accountability and commitment to own work.
* Process and task oriented; highly organized and diligent.
* Proven ability to deal with change, think strategically, and make complex decisions.
* Great negotiation and communication skills (written and verbal)
* Proficiency in German and English
* The role is hybrid with collaboration across global time zones.
WHAT WE OFFER
* An environment with good opportunity for self-development, ability to work independently and grow by learning
* A continuously growing company with an international presence, highly innovative product and a leading market position
* A very dynamic and appreciative corporate culture: positive and open cooperation, ambitious working atmosphere, room for personal initiative
* The opportunity to work closely with our highly motivated and global team to gain practical experience, during vacations also with an increased number of hours.
A continuously growing company with an international presence, a highly innovative product and a leading market position
A new state-of-the-art office in Vienna
Company benefits – like food vouchers, Massage in the office and other health and social initiatives in the office.
The collectively agreed minimum gross salary is EUR 59,175.--. (38.5h/week).
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