Job description

ABOUT THE TEAM:
Talon.One's Customer Success Team works with some of the world's largest B2C brands , helping them to achieve their marketing goals with our powerful loyalty & promotion platform. We partner with our clients to deliver seamless and personalized experiences for their customers, creating value and strong return on investment along the way. We’re a high energy, focused and engaged team that support one another, share experiences and strive to do our best work, daily.

ONCE YOU ARE HERE YOU WILL:

• Lead the global Customer Success team split between AMER and EMEA
• Define strategic objectives and performance achievements for the team
• Grow, develop, support, engage and enable the Customer Success Managers
• Measure, support and enable the achievement of the Customer Success metrics for platform adoption within current customer base
• Build and maintain deep strategic relationships with key customers
• Manage Customer Success team to specific delivery metrics by celebrating successes and correcting opportunities
• Understand what success means to our customers and how the CSM team can support them in achieving it
• Be actively in engaged with customers through regular interactions
• Own the transfer of CSM expertise of Talon.One to customers so they become super users of our platform
• Effectively communicate across our customers organizations both 1-on-1 and in group meetings with Product, Tech, Marketing and establish a clear understanding of the benefits Talon.One brings each department
• Work closely with Technical Account Managers and development team to integrate Talon.One, troubleshoot technical issues and provide 2-way feedback from and to customers
• Become a thought leader for the industry and a voice for our customers

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 5+ years of managing an Customer Success team, preferably at an enterprise software company selling SaaS/Cloud solutions
• Experience managing a distributed team
• 10+ years of experience in a client facing role
• Analytical mindset; well versed in reporting, trend identification, and churn metrics
• Passion for tech and experience with SaaS products and APIs
• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
• Exceptional communication skills
• Empathetic, positive attitude with a desire to help our team and customers reach their goals
• Strong interpersonal skills and emotional intelligence
• Flexible approach and an ability to operate effectively with uncertainty and change

WHAT WE WILL PROVIDE YOU WITH:

• 401(k) plan w/match
• Medical, dental, & life insurance
• Flexible PTO
• Distributed workforce w/ Berlin-based home office
• Learning Budget
• Home office set-up and monthly allowance

WHY YOU SHOULD WORK FOR US:

• The right attitude: modern methods and a diverse, creative workspace with an open and international culture
• Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
• Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
• A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
• High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees

Do you want this job?

We’d love to hear from you! Apply directly via the form below.

Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

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