Customer Success Manager (w/m/d)

Role Summary

As a Customer Success Manager (f/m/d) at omnora, lead our customers to sustainable success when it comes to knowledge transfer. You see success primarily based on two criteria: through the valuable use of our platform and through the increases in sales that result from the added value for our customers. At omnora we rely on high-touch customer success, so that you are in close contact with your customers. On the one hand, you provide creative advice on the implementation and use of the platform. On the other hand, you identify customer needs and support our contacts in the sales process in order to advance the topic of knowledge transfer within the company.

About The Role And Potential Progression

In your role as Customer Success Manager at omnora, you will be offered clearly defined development paths that are aimed at both short-term specialization and long-term career goals. Start your career with deep specialization in key areas essential to a Key Account Manager and then move towards a role with overall revenue responsibility.

Insights into short-term specialization

Sales Skills: Deepen your sales skills by learning effective sales strategies and tactics tailored to the needs of large accounts.

Communication Skills: Continue to develop your communication skills to negotiate effectively with customers, understand their needs, and deliver compelling presentations.

Consulting skills: Expand your consulting skills to analyze customer needs and develop tailored solutions that increase added value and sales.

Business case development: Learn to create compelling business cases that clearly communicate the benefits of your solutions and can be defended internally and externally.

Account analysis: Deepen your understanding of the analysis of customer accounts in order to identify and exploit potential for upselling and cross-selling.

Medium-term development

Key Account Management: After you have gained experience in the areas mentioned above, you will move up to Key Account Management, where you will take on strategic responsibility for the support and development of our largest and highest-selling customers. Your job will be to nurture long-term relationships and have revenue responsibility for these important accounts.

Long-term career prospects

Leadership positions: In the long term, there is the opportunity to advance into leadership positions within sales, customer success or business development. In these roles, you will lead teams or departments, develop strategic business development initiatives, and drive company growth.

Continuous account management

Carrying out daily fixes to analyze customer satisfaction, usage evaluation and current challenges.

Developing tailored proposals and communication strategies based on specific customer needs.

Preparation of business case narratives to internally defend our solutions.

Conducting cross-customer webinars and customer-specific workshops.

Management of the sales cycle

Upselling: Identifying additional needs in the customer company.

Retention: Ensuring customer loyalty and contract continuation.

Requirements

Network and stakeholder management

Expansion of the network within the customer company by identifying and approaching new relevant contacts.

Skills to be successful

• Sales orientation and networking skills: Enjoy networking with new and familiar contacts. In addition, a challenger mindset to act confidently and courageously when dealing with our customers.
• Communication skills: Eloquence and eloquence, coupled with the ability to understand and represent customer interests.
• Structure and accuracy: A structured work approach and accuracy in all areas of responsibility, supported by strong personal responsibility and a data-driven way of working.
• Willingness to learn: A completed degree in business, communications, media or comparable training is desirable. Experience in the areas of customer service, sales, marketing, HR or consulting is an advantage but not a must. Required skills can be learned quickly and deepened gradually.

Benefits

Performance-based bonuses: Receive quarterly bonuses when you achieve your goals to directly reward your success. Realization instead of political decisions: Unfold your potential in a corporate culture that values personal responsibility and promotes data-driven decisions. Dynamic learning: Constantly develop yourself with access to books, coaching and LinkedIn Learning - all without fear of mistakes. Excellent working environment: As a top company with multiple awards, we offer an environment that supports professional growth and guarantees appreciation. Flexibility and equal opportunities: Use flexible working models with the option to work from home. For us, your contribution counts, regardless of your position. Dog-friendly office: Bring your dog – we welcome all family members. Celebrate together: Experience how we celebrate successes together at team events, from summer parties to wine hikes.

How you can make an impact

As a Customer Success Manager, you are responsible for ongoing account management, i.e. for the best possible use and customer sales. Your main tasks include: