Customer Success Manager EMEA

Job description

Antavo is a rapidly growing scale-up that is disrupting the loyalty management market through its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play loyalty management platform and expanding globally in 2021.

 

Hi there, I’m Giulia Filoso
Head of Client Success

 

A CSM at Antavo is the champion of our customers, he is responsible for providing the support required to our customers to make the most of Antavo’s products & services so that Antavo can drive commercial success from the relationships with our customers.

I’m looking forward to working with you!


Be at the forefront
of innovation

Antavo has developed its own product from the ground up.

We've carved out our own path. We value independent decision making and innovative spirit above all.

You will work
with us


  • Jörn Roegler

    VP of EMEA

  • Giulia Filoso

    Head of Customer Success

  • Sara Arecco

    Sales Executive

  • Nagy Dorottya

    Sales Development Representative Intern


Responsibilities


Customer Champion

  • Product Advocacy: Act as a bridge between your customers and the Antavo product team, understanding the product capabilities for application by your customers and promoting customer requirements into the product roadmap
  • Support Advocacy: Establish an awareness of your customer’s needs and priorities in the product support team, act as escalation point for customer support issues
  • Voice of the Customer: Collecting and aggregating customer feedback for internal communications, building awareness for your customer’s situation within the organisation

Providing support

  • Escalation Point: Working with Customer Support, Professional services & Engineering teams to ensure your customer’s incidents are solved and projects are delivered successfully
  • Organising Projects: Identify and mobilise the right Antavo resources to support your customer’s loyalty requirements - training, change requests, configurations

Product Master

  • Feature Champion: Proactively identify opportunities for your customers to benefit from additional product features, existing or upcoming
  • Performance Analyst: Helping your customers to improve the performance of their loyalty program by creating insight from the program’s performance data and sharing it with your customer

Customer Success

  • Account Expansion: Driving the client towards adoption of additional services, identifying opportunities for growth inside of your customer’s organisation (new countries, new brands)
  • Advocacy: Working with your customer’s to unlock opportunities for promotion of Antvao through references, joint content creation and direct referrals


Requirements

We are looking for a confident & motivated individual that can independently drive the above mentioned objectives utilizing the support from your direct colleagues and the wider team at Antavo.

  • Experienced: 3 years of relevant experience in managing & growing a customer account, ideally in a marketing or technology environment.
  • Expert: Good understanding of best practices in Retail Marketing, specifically CRM or Customer Loyalty
  • Independent: Self-motivated, proactively driving success, choosing to take ownership of successful delivery of objectives
  • Influencer: Excellent communicator across the full spectrum of hierarchies and roles, able to translate between technical & non-technical teams and to communicate a customer’s pain to the relevant internal stakeholders
  • Organised: Ability to prioritise and coordinate multiple customers, projects & requests in a structured and reliable manner and to keep your ad-hoc teams organised and on target
  • Commercial: Identifying commercial opportunities and risks for Antavo, successful negotiator who remains confident in pressure situations, executing plans against opposition
  • Creative: Problem-solver with an appetite for data, passionate to identify new ways or adapt old ways to achieve positive outcomes, curious to understand the root cause of everything
  • Native or fluent English is required, Fluent German is an advantage


Location

The position will be based in EMEA (Germany/The Netherlands/UK, with a mix of remote-working and some presence in the office. The candidate must be able to travel occasionally within the EMEA region.



What our team loves about
working at Antavo

  • “Innovation and change are constant! With all the clients and tech around, there are plenty of opportunities to learn new things and improve my skills.”
  • “The team is truly international! Colleagues and clients from around the globe - and everyone is so kind and ambitious. Working here really widens your perspective.”
  • “The team spirit is exceptional. We motivate each other to be even better. In my time here, I have achieved things I never thought possible. ”
  • “Work here is very flexible! It’s up to me whether I wish to come to the office or stay at home. For me, having the freedom to choose is very important.”
  • “I always wanted to work in the software industry, but didn’t want to move from my city. At Antavo, I can work from home and still feel like a valued member of the team.”


Requirements