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Customer Success Manager UK (m/f/x)



Customer Service, Sales & Business Development
Birmingham, UK · London, UK · Leeds, UK · Manchester, MD, USA · London, UK · Manchester, UK · United Kingdom · Birmingham, UK
Posted on Friday, May 24, 2024

Recruiter: Victor Immanuel

About Us:

Transform rail operations for a sustainable future! KONUX is a dynamic and fast-growing technology company that is transforming the way industry works. Our AI-powered solutions empower our customers to make smarter, data-driven decisions, and our culture is fueled by grit, ingenuity, and credibility - we believe that these values are essential to unlocking the potential of technology and making a real impact. At KONUX, we are passionate about driving innovation in the fields of IoT and AI, and we are looking for like-minded individuals to join our team.

Job Description:

We are seeking a Customer Success Manager to join our team of innovators. The mission of the Customer Success Management at KONUX is to make our clients successful on their journey to a sustainable future by using our products and services. This means providing consistent, reliable and high-quality customer project delivery, supporting the customers’ internal transformation by operationalising the KONUX system, to activate account upsell dynamics by building qualified and quantified success stories with our customers to drive wider implementation. As a Customer Success Manager, you will be responsible for supporting customers’ projects, from delivery through the entire customer journey. You will be working in a cross-functional key account matrix with account managers, solution engineers, data scientists, and executive sponsors, focusing on long-term transformational partnerships with your customers. You will work remotely but with the ability to travel between various UK locations easily

Your Impact:

Support the customer in their journey of transformation:

  • Support the customer in implementing our solution in their working processes
  • Constantly drive product adoption with the customer organisation
  • Jointly discuss improvements to our product to increase client value

Ensure superior customer experience and customer satisfaction:

  • Manage customer expectations - and become the customer advocate inside KONUX organisation
  • Ensure all customer requests are appropriately understood, prioritised, and addressed while maintaining sensitivity towards both customer success and impact to KONUX organisation

Expand KONUX product footprint and service scope at your customer:

  • Serve as product usage consultant to enable customer to operationalise KONUX solution into their processes therefore create upselling opportunities
  • Become a KONUX product and client expert
  • Build trusted relationships with your customer counterparts, based on mutual respect and openness

Successfully manage and deliver complex roll-out project and Service Delivery at customer´s organisation:

  • Prepare the delivery phase by managing dependencies and by coordinating with all relevant KONUX departments
  • Plan and manage the deployment/roll-out as well as service delivery phase jointly with your customer counterpart
  • Anticipate the risk exposure, ensure that risks are properly communicated and documented, define mitigation strategies and work with the customer to ensure the mutually agreed-upon action plan

To be successful in this role, you’ll need to have:

  • Bachelor’s degree in Business, Marketing or Engineering/Science; MBA degree preferred
  • 2 to 5 years hands-on experience in client management roles within industries such as Railway, Transportation, Manufacturing, Healthcare, ICT, B2G or public entity clients
  • Proven experience with SaaS customer success frameworks as well as deep understanding of IoT and Digitisation concepts
  • Creative problem solver and natural entrepreneur; comfortable with risk-taking and ambiguity
  • Executive engagement skills with an ability to establish strong relationships with business decision-makers
  • Exceptional verbal and written communication skills in English
  • Highly collaborative, yet able to function well independently
  • Traveling would be required from time to time (within UK and to the German HQ)
  • Sharing the KONUX Culture, incl. a growth mindset, resilience and flexibility

Why Join Us:

💸 Competitive salary

📉 Equity (all permanent KONUX employees have equity!)

📖 Dedicated Learning & Development budget of 3.600€ p.a.

🏠 Comprehensive relocation support if this opportunity at KONUX requires you to move

👨‍💻 Hybrid working model: Meet your colleagues in the office minimum 2 days per week

🏢 Modern workspace with cool rooftop with mountain view

💻 Flexible working conditions, home office equipment and free choice between a Windows or Apple laptop

❤️‍🩹 Health benefits supporting your physical and mental well-being, e.g wellpass/gym membership and mental health app license

🍒Fruits, snacks and beverages for energy and our very own Oma cooking in office every Thursday

👴 Company pension scheme

🙌 Access to Corporate Benefits and Future Bens

🌴 27 vacation days (+1 day on every work anniversary for 3 years)

💁 Volunteering activities (2 additional days off)

🍻 Company and team events

🐶 We are a pet-friendly company, so your four-legged friend can join you in office!

Equal Opportunity

At KONUX, we believe that a diverse team achieves better results faster. So here’s the deal: You bring in your very own perspective. We promise to judge your qualifications and performance, not your age, sex, religion, skin color, gender identity, family status or disability.