Customer Success Manager Onboarding DACH Market

Job Description

Hi there!
We are Semrush a global IT company developing our own product a platform for digital marketers. New stars are born here so dont miss your chance.
This is our Customer Success Manager Onboarding (DACH Market) role for those who are goal and successoriented.

Tasks in the role

• Successfully build relationships with existing customers as Semrushs first point of contact discussing business strategies and areas of difficulty and educating them on specific products and services that would provide value and support their goals.
• Responsible for the Onboarding Retention & Engagement of Semrush users for their post 90 days.
• Enroll users in engaging outreach strategies via calling emailing text messaging and LinkedIn.
• Deliver bespoke 1:1 training sessions with new users.
• Understand their digital marketing needs and goals.
• Demonstrate relevant workflows within the Semrush tool to help them achieve these goals.
• Serve as a product expert advising users on common workflows which tools to use and why (Value Based Selling).
• Act as an extension of your customers business ensuring that their engagement and usage of the tool are as high as possible.
• Achieve a high number of retained customers within post 90 days and beyond by promoting tool usage and the value the tool is bringing to the customer and their business.
• Leveraging technology where possible to ensure most manual work is invested in customer training and engagement.
• Uncover expansion opportunities for the sales team.
• Understanding customers needs/goals and then tailoring recommendations to these needs/goals regardless of the users subscription level.
• Collaborate with Account Executives to ensure as many expansion opportunities as possible are closed.
• Meet and exceed key performance indicators such as Demos delivered User Retention Outbound Activity Expansion and Retained Revenue.
• Work collaboratively with PreSales and Education teams to always be informed of new tools workflows and platform updates.
• Drive efficiencies in processes by creating customized workflows and toolkits to provide coaching to clients.
• Analyze client results and performance and uphold a servicefirst approach to achieve collective goals and exceed client expectations.
• Be a Team Player and share with peers new workflows and strategies that have been successful for you plus lean on peers so that the whole team succeeds.

Requirements

Who we are looking for

Proficient in English and German (C1/C2).

• Excellent written and verbal communication skills.
• Associates or Bachelors degree.
• 12 years of experience in a sales (or phone sales) business development role customer account support or marketing role.
• Technically savvy and adaptable in a constantly changing environment.
• Ability to quickly master new technology.
• Desire to continuously grow and develop skills.
• Selfmotivated outgoing and able to meet deadlines and achieve results.
• Strong enthusiasm and positivity along with a commitment to creating excellent experiences.
• Ability to work collaboratively within a team environment.

They say there are no perfect candidates but that might well be you if

• Youre interested in digital marketing.
• You share our common values: Trust because we prefer to speak up and be our true selves; Sense of Ownership because its not worth wasting time on something you dont believe in; and enthusiasm for Constant Changes because we are always looking to make things better

We will try to create all the right conditions for you to work and rest comfortably

• Work format Choice: Its up to you to decide what work format works best for you. You can #wfo #wfh or mix both.
• Flexible working day start.
• Health insurance coverage.
• Working from a modern coworking space (or working from home).
• Corporate events.
• Unlimited PTO.
• Hobby benefit.
• Training courses conferences.
• Gifts for employees.

Finally a little more about our company

Weve been developing our product for 15 years and have been awarded G2s Top 100 Software Products Global and US Search Awards 2021 Great Place to Work Certification Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

users in America Europe Asia and Australia have already tried Semrush and over 1000 people around the world are working on its development. The Semrush team is constantly growing.
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race religion creed color national origin sex pregnancy sexual orientation gender identity gender expression age ancestry physical or mental disability or medical condition including medical characteristics genetic identity marital status military service or any other classification protected by applicable local state or federal laws. All employment decisions are based on business needs job requirements merit and individual qualifications.