Customer Success Manager - German speaking (m/f/d)

about 1 year ago
Full time role
Hybrid · Berlin, BE, DE... more
Hybrid · Berlin, BE, DE... more

Job Description

Who we are…

At BuildingMinds, we drive advanced digital strategies for the real estate industry creating a positive impact on the planet, people's wellbeing and sustainable profitability.

Our mission is to lift unexploited data treasures that are still hidden in building structures and data silos. A single, centralized and secure platform with a dynamic Digital Building Twin at its core allows our customers to utilize a new level of data-driven insights, unleash machine learning and AI and make more informed decisions for a better present and a more sustainable future.


We are on the lookout for talented, passionate natural born disruptors - join our team and become a “NetZero Hero”


Your role as a Customer Success Manager…

The primary goal of the Customer Success Manager (CSM) is to ensure our customers derive maximum value and utilization from our product and services. The CSM ensures we deliver on our commitments and capabilities of our products while providing a proactive and long-term vision of the customer’s journey with expansion of portfolio share, recognition of value, and long-term retention at the core of that journey.  The CSM is the primary interface with the customer, carrying full responsibility for delivering service excellence, long term relationship management, responsiveness, and customer satisfaction.  


In detail you will…

  • Foster positive customer partnership: lead with service excellence, thought leadership, and proactive client management. Obtain the highest levels of customer satisfaction through responsiveness, regular communication, and ongoing risk mitigation
  • Assist with deal closure through product demos, use case development, and solution design through working directly with Sales and Solutions Engineering during the sales process
  • Ensure customers have a positive onboarding, adoption, and expansion experience
  • Proactively work with customers to anticipate needs, sharpen use cases, evaluate current state, and maximize ROI of the product or service
  • Maintain a deep understanding of our product and services as well as the customer’s industry, job function, issues and goals
  • Work directly with cross-functional teams during Scoping, Implementation, and Enhancing & Scaling phases to ensure customer perspective is central to our execution, customer use cases are delivered, and overall customer journey is efficient and smooth
  • Develop and deliver quarterly business reviews containing relevant and meaningful metrics on current state and strategic opportunities for our customers to transform and improve their operations with BuildingMinds.
  • Track health of assigned accounts and lead risk mitigation through reporting metrics and account specific targets.
  • Own and lead implementation of improvement plans with internal stakeholder governance for at risk accounts
  • Maximize account sales potential through deep knowledge of BuildingMind’s products and services
  • Proactive identification of process improvements, operational efficiencies, and Accelerator opportunities
  • Maintain consistent communication with internal stakeholders and assigned accounts: Be the single point of resolution for all customer account issues and challenges
  • Ensure consistent and collaborative communication flows with internal teams for stakeholder awareness and support
  • Ensure effective escalation processes are established, documented, and used by all team members.
  • Strong understanding and collaboration with the Sales, Customer Support, and Product teams


You will need....

  • Strong real estate background preferred
  • Self-starter who is relentless in driving customer success outcomes
  • Technically astute: Understands SaaS concepts and cloud strategy
  • Thrives in a fast-paced and evolving environment
  • Strong customer facing and interpersonal skills: professional, insightful, value-driven, energetic
  • Excellent organizational skills and priority management
  • A calm, poised demeanor during client escalations and/or challenges
  • Team player, collaborative, and positive  
  • Problem solver who seeks to remove hurdles for customer and internal team
  • Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions
  • Possess full working proficiency in German is mandatory and English
  •  Should be located in Germany 


We offer you…

  • A diverse team with people from all over the world, of all ages with a supportive atmosphere and good vibes 
  • Annual learning budget focusing on people's professional and personal development 
  • Flexible, trust based working hours in a 60:40 hybrid working scheme with up to 4 weeks of “workcation” p.a. 
  • Free German classes with Goethe Institute  
  • Apple latest technology for your best efficiency 
  • The opportunity to shape building sustainability 
  • Competitive compensation and benefits plus a variety of snacks and drinks in the office 

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