Customer Success Manager (CSM)
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Job Detail
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Job-ID 13225
Job-Beschreibung
Upstream is looking for a talented Customer Success Manager to join the EMEA CSM team.
As an individual contributor role, the CSM will be responsible for managing large enterprise customers, mainly among Automotive OEMs, Tier 1s and other connected mobility players, focusing on post-sale program management.
The ultimate goal of the CSM is to ensure a consistently high perception by customers of the value offered by Upstream, leading to high levels of customer satisfaction and adoption of Upstream solutions.Such value is delivered through unique data-driven capabilities and cybersecurity technology solutions. Experience in connected asset data management and an understanding of how data sources can impact both use cases and the value delivered to customers is key. The CSM will accompany our customers through their journey to extract value from their assets data, based on use cases including cybersecurity, fraud and quality enhancement across their service operations.
As a Customer Success Manager, you will be responsible for collaborating with the Sales Engineering and Solution Architect function during the presales stage. Once the account matures, you are expected to assume full responsibility, starting with managing POCs and POVs, oversee the product deployment process, lead technical on-boarding, monitor ongoing operations and customer requirements, scope new upsell and expansion opportunities and support the sales function to facilitate additional sales motions.
The CSM is also responsible for maintaining and strengthening the relationship with counterparts and key stakeholders, including system integrators (SIs) / MSSP executives when relevant, identifying customer’s pain points and devising a plan of action to address them.
This role is full-time and is based in Germany. Requirements:
3+ years of program or project management / CSM experience / service management in a fully remote environment
5+ years of IT/OT cybersecurity experience
Hands-on experience managing complex programs with multiple stakeholders in large accounts, especially Automotive OEMs or Energy Utilities
Experience delivering customer value through data-driven use cases and insights
Fluent in English and German
Strong communication, critical thinking, time management, multitasking, matrix management, and multi-customer management skills necessary
Exceptional “customer-first” mindset
Availability for traveling
Familiarity with Security Operation Centres (SOC) for real-time monitoring of cybersecurity activities – preferred
Agile / SAFe certifications – preferred French / Swedish language proficiency – preferred
Responsibilities:
POC/POV management with prospects, solution deployment and ongoing program management. This includes effective resources coordination and allocation, day-to-day management and prioritization of activities, plan deviation management, executive progress reviews, training, etc.
Build a long-term relationship with counterparts and stakeholders on the customer side, based on trust, respect, technical expertise and a tireless focus on improving user experience and enhancing customer satisfaction.
Represent the voice of the customer and advocate for customers with adjacent teams including sales, presales / solution architects, product, engineering, operations and marketing teams.
Effectively resolve customer challenges related to our products or services to ensure continued customer loyalty.
Collaborate closely with the sales team, and work hand-in-hand to ensure a smooth account management, including supporting sales responsibilities such as commercial negotiations, escalation management and executive alignment.
Provide customers with a deep understanding of the Upstream product roadmap to maximize customer value and support the sales and presales teams with upsell opportunities.
The CSM in Upstream plays a connecting role between several HQ functions (product management, cloud operations, vSOC analysts, data consulting team, research team, threat intelligence team and more) with the operational teams of the customer.
