As a Customer Experience Manager (w/m/d) for our flag product the imc Learning Suite, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will be responsible for overseeing customer success activities, facilitating product enablement for clients, and fostering vibrant communities among customers to exchange best practices. This role requires a blend of customer relationship management, product expertise, and community-building skills to drive customer engagement and loyalty.
Customer Success Leadership:
Develop and execute strategies to drive customers success, satisfaction and retention.Serve as the primary point of contact for account managers, to support building strong relationships and understanding of their customers' unique needs and objectives.Proactively identify opportunities to enhance the value delivered to customers through our Learning Suite.Collaborate cross-functionally with sales, product development and support teams to ensure seamless customer experiences.Product Enablement:
Track and oversee the stages of the customer journey, from initial onboarding through to ongoing success and growth.Develop and deliver training sessions, workshops, and resources to empower customers to maximize the value of our solutions.Stay updated on product updates, new features, and industry trends to provide valuable insights to customers.Community Building:
Establish and nurture a vibrant customer community, facilitating interactions and knowledge sharing among clients.Organize and coordinate events, workshops, and webinars to promote collaboration and exchange of best practices among customers.Encourage and facilitate customer feedback and advocacy initiatives to drive product improvements and promote customer success stories.Customer Advocacy and Retention:
Support account managers with identifying opportunities to upsell or cross-sell additional products or services based on customer needs and usage patterns.Monitor customer health metrics and engagement levels to identify and mitigate churn risks.Bachelor's degree in Business Administration, Marketing, Education or related field (Master's degree preferred).Proven experience in customer success, account management, or related roles within the digital learning industry.Basic understanding of digital learning solutions, learning management systems (LMS), and e-learning best practices.Excellent communication, presentation, and interpersonal skills.Ability to build and maintain strong relationships with clients and internal stakeholders.Experience in community management or customer advocacy programs is a plus.Results-oriented mindset with a focus on driving customer satisfaction and retention.Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.Proficiency in written and spoken German and English. SO TICKT DEIN TEAM Level
Location
Department
IT Working Student
Level Absolventen, Praktikanten, Working students
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