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Location: 

Karlsruhe, BE Bracknell, Berkshire, BE

Date:  Jan 14, 2022
Job ID:  4031

Customer Success Manager

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). With a team of over 3,300 employees, located all around the globe, we realized sales of 770.01 million euro in 2020. 

Function

The Customer Success Manager (CSM) for weConnect is responsible for cultivating and maintaining strong relationships within assigned end-customer accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities.

We are seeking an experienced customer success manager with a strong relationship profile and strong pedagogical skills e.g., from education experience.

You will be representing Barco at Universities, Business schools and Learning departments at corporate offices.
The position reports into the Global Head of Customer Success Management.

 
Key Responsibilities :

  • Engage with Barco weConnect Partners
  • Design of onboarding plans tailored for each key stakeholder/persona and agree on success plan/use cases/expected outcomes and decide for operating mechanism for follow up meetings during the onboarding process.
  • Conduct onboarding training of new end-customers
  • Perform quality control of installation from usability point of view
  • Foster strong relationships within the customer journey consisting of Business Development Managers, Product Management, Marketing, Installation Services and local partners to provide excellence in current and future customer experience within Barco’s collaborative educational solutions
  • Orchestrate strategy meetings with end-customer, Business Development Manager, product management, and weConnect partner
  • Maintain a high level of trust and act as the end-customer’s ‘go-to’ person and trusted advisor
  • Liaise with Business Development Manager for any renewal or upsell opportunities to our Barco weConnect Installed Base
  • Provide regular updates on upsell strategy, user feedback and competitive insights

 

We are looking for a person who

  • Has Master’s in business or related field or equivalent through experience
  • Preferably has prior teaching or some training experience
  • Has a proven track record of successfully managing customer relationships
  • Has a good understanding of providing services and cloud based SaaS platforms/solutions
  • Has a good technical understanding or background
  • Shows ability to perform in a complex matrix organization and in an international environment
  • Is highly self-motivated and a true team player
  • Is proficient in English
  • Has outstanding negotiation skills with the ability to master difficult conversations and resolve problems