As a Customer Success Manager, you are responsible for ensuring that Cleopatra Enterprise delivers measurable, long-term business value to our clients. Your focus is on embedding Cleopatra Enterprise into the client’s operational processes and making the platform truly business-critical over time.
Customer Success starts after go-live, but you are involved already at the onset of the implementation phase (after the sale). Together with the Implementation team, you co-own value discovery: aligning the implemented functionalities with the business outcomes the client wants to achieve.
You will proactively manage the customer relationship by, amongst others, perform evaluations and work on customer roadmaps. When you notice interesting opportunities during client contacts, you bring this forward to the sales team. On the other hand, when you are noticing possible problems at the client side, you will act proactive on this to mitigate the risk. When new modules are released to our clients, you will guide them through the new release
Next to the above main tasks, you will also work on optimizing the customer journey and customer engagement by installing a center of excellence to ensure this. You will operate in an international enterprise context, working with global clients and stakeholders across different regions and cultures. Travel to key customers will be part of the role.
