Senior Customer Success Manager - Premium, EMEA

Copenhagen, Denmark Customer Experience Fixed-term Full-Time
Falcon employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
 
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
  
Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

As a Senior Customer Success Manager (CSM) within the Premium EMEA team, you are a driven, experienced, customer-centric, team player who loves leveraging your versatility, critical thinking and commercial aptitudes to develop relationships, deliver results for our customers, and sustain and grow the accounts. A CSM should be passionate about helping customers, with a natural curiosity and instinct to think a level deeper to understand their business and how-to tailor success for specific customers. Once onboarded it will be expected that you will have in depth knowledge of the product and coupling this with deep understanding of the digital media landscape will ensure that our customers treat you like their trusted advisor and the Falcon tool one that they cannot work without.

What you'll do:

  • CSMs own the customer relationship post-sale through to renewal. With that, the key areas of ownership are: Relationship, Retention, Growth & Risk Management;
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value;
  • Monitor and identify adoption and utilisation trends, provide recommendations based on risk and customers’ business needs;
  • Conduct periodic customer health-checks;
  • Prepare and educate customers on new features and releases;
  • Explore the need for other solutions that Falcon owns or partners with to identify account growth opportunities;
  • Help strategise with the customer on how to use the product better, and share what the trends in the industry are, to help customers leverage the product for business success;
  • Partner with internal Falcon.io stakeholders to align account activities with the customer's business case and strategy - effectively engaging account/growth managers, and strategy advisors, where appropriate;
  • Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal;
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.

What you’ll need:

  • English and German to a native fluency level but other languages are a plus;
  • Customer-centric mindset (care about the customer);
  • Outstanding consultative skills (including objection handling, negotiating, persuading);
  • Strong relationship management (tailoring for the different stakeholders);
  • Excellent problem-solving skills (solution-minded);
  • Commercial acumen and comfortable with working towards set targets e.g. goal-driven and accountable;
  • Detailed product knowledge (how to use, but also how to leverage);
  • Deep domain knowledge (social media space / customer experience);
  • Strong teacher/advocate (clarity, patience, passion);
  • Solid organisational skills (project management, milestone completion);
  • Good technical knowledge.

What we offer:

  • An open and informal working environment defined by high level of personal responsibility and follow-through, and excellent career development possibilities;
  • The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader;
  • A pension scheme and health insurance;
  • An office space housed in the former Danish Design Center building, directly opposite Tivoli Gardens in central Copenhagen;
  • The Falcon Feed: our in-house canteen providing up to 3x meals per day, including drinks and healthy snacks.
 *Our recruitment process in entirely remote for your safety!* #LI-DA1

Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals

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