Global Customer Success Manager

Responsibilities

• Build a strong operational network of relationships within Esko global and key account portfolio
• Foster a strategic relationship with customers, including adoption, retention and satisfaction
• Establish a trusted / strategic advisor relationship to drive continued customer value
• Establish passionate customer champions and power users to act as Esko advocates within the customer, driving up adoption and engagement
• Work with customers to establish clear goals to drive customer desired outcomes
• Identify and develop upsell / cross-sell opportunities in conjunction with sales colleagues
• Work as part of cross functional teams to champion the customer’s needs within Esko
• Identify new / develop existing use cases to increase value and create new opportunities
• Own high level customer plans and quarterly business reviews

Qualifications

• Prior experience in managing complex relationships with global businesses, handling complex multi-site relationships across various countries
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention of software products
• Proven ability to drive continuous value for print and packaging industry or SAAS products
• Proven ability to work with a range of complex products and customer solutions
• Impeccable written and verbal communication skills
• Strong relationship and expectation management skills to drive the right outcomes
• Strong team player but still a self-starter full of creativity
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly

Requirements

• 5+ years of relevant experience
• You’re driven: No one needs to push you to excel; it’s just who you are
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use
• You’re motivated by successful customers and strong relationships
• Project management experience is highly prized
• Knowledge of enterprise client management
• Background in graphic design or print and packing industry preferred

Key Performance Indicators (KPIs) for Global CSM

• KPIs measured across 3-4 ESKO Global Key Accounts and (up to) 10 Regional Key Accounts.
• The CSM should be able to achieve 100% of their planned KPIs with 80% capacity, allowing 20% capacity to support ESKO needs in non-named accounts.
• KPI 1 – Retention: Annual Maintenance Contract (EUR) and Subscription (EUR ACV) grows X% during the year where X% is determined by the annual indexation rate and budget process for the named accounts – 30%
• KPI 2 – Upgrades: Upgrade Y seats of legacy ESKO products during the year where Y is determined in an annual account review and planning process for the named accounts – 15%
• KPI 3 – Migrations : Support Z migration projects within the named accounts where Z is determined in an annual account review and planning process for the named accounts – 15%
• KPI 4 – NPS + CES: Improve the Net Promoter Score (NPS) and Customer Effort Score (CES) of the named accounts during the year – 30%
• KPI 5 – Opportunity Creation: Create Nk EUR (Perpetual + Services EUR + EUR ACV) for the named accounts where the target for N is determined in an annual account review and planning process for the named accounts – 10%

Criteria for Named Regional Accounts

• Multi-site (may be in more than one country)
• Multiple seats of ESKO software solutions under Maintenance Contract and / or under subscription
• Should be an ESKO Tier ‘A’ or Tier ‘B’ account in a ‘CORE’ ESKO packaging segment
• Centralized IT and technology decision-making

German (native speaker)

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