Careers

Customer Success Manager

Location

Switzerland or Germany

Job type

Full Time

Environment

The Customer Success Manager is a strategic, customer-facing position focused on increased adoption of Bucher + Suter’s technologies and realization of value from their investment. You will advocate for Bucher + Suter to help drive success across multiple customer outcomes. Bucher + Suter Customer Success Managers are highly respected for their empathy, knowledge, and skills to meet their customers’ business challenges through the use of data and analytics, at scale.

Customer Success Managers work with our customers, who rank among the best and largest in their industry. Our customers span industries such as finance, insurance, telecoms companies, and pharma.

The Customer Success Manager will maintain the Customer Success Plan and operate as a trusted advisor focused on ensuring the customer has access to the best knowledge of our solutions and their delivery, helping to ensure the customer’s success. The Customer Success Manager establishes and enhances customer relationships that promote retention and loyalty and provides technical expertise as well as the link to Bucher + Suter subject matter experts who’ll assist customers in getting value out of their investment.

Main tasks

  • manage and curate existing customer relationships leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention within your assigned accounts
  • demonstrate an ability to understand the customers’ needs, develop and establish new business relationships and provide thought leadership to influence and build trust. You’ll work with people at different levels including senior/executive management, IT decision-makers. You’ll continuously strive for increased customer satisfaction & further expansion opportunities
  • have one or more assigned accounts where you will lead the development of a relevant and actionable customer success plan. You will work with internal customer teams to ensure the successful delivery of related services and support functions
  • inspire confidence and drive utilization of Bucher + Suter software and services through education and strategy sessions to ensure the customer is successful in their adoption of our technology
  • be expected to provide customer education on how to use Bucher + Suter solutions to solve their most demanding business challenges
  • be a trusted advisor to the client and facilitator of additional b+s software and functions
  • increase feature adoption of Bucher + Suter software by positioning new features to enhance current and new analytical applications, delivering additional customer outcomes
  • continuously engage with the customer, ensuring any business churn risks are identified as early as possible, and devise action plans to prevent and/or overcome
  • promote new thinking that enables continuous development and improvement of how we do business

Your profile

  • BA, BSc, MBA, or MSc in a business, technical or professional discipline, or equivalent work experience
  • CSM certification and a good knowledge of ITIL is an advantage but not a must
  • Experience in customer-facing roles (e.g., pre-sales, consulting, service delivery, etc.)
  • A keen interest in- and understanding of- developments in data and analytic technologies
  • Experience in promoting analytic solutions for large enterprises in either a pre-sales or customer success role
  • Good understanding of- and exposure to- cloud technologies
  • A clear, confident, and persuasive communicator who can craft, summarize and deliver messaging for various groups of users, influencers, and stakeholders
  • Demonstratable ability to understand a customer’s needs and to influence and build trust at different levels
  • The ability to multi-task and manage competing priorities across multiple customers
  • Strong analytical and problem-solving skills and an ability to manage complexity in a frequently changing environment
  • Excellent organizational and people skills
  • Fluent German & English language skills are a must

What we offer

  • A very modern, agile and international working environment. We’re at the pulse of the digital revolution
  • Diverse development and educational opportunities (including various certifications and technical training courses)
  • Great social benefits
  • A strongly customer-focused organization with numerous reference projects, perfect for your professional career
  • Employee events at home and abroad
  • Full- and part-time work available, as well as the opportunity to work from home

Interested?

Submit your CV now!

Apply now

If you have any questions, please call us on +41 31 917 52 00. We look forward to getting to know you!

Your contact person:
Stefan Bogner

Stefan Bogner

Head of Customer Service

*Your documents will be treated confidentially. By submitting your application documents, you agree that Bucher + Suter AG may process them to conduct the application process at its locations in Germany and Switzerland. Further information on data protection.