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Customer Programs Manager (m/f/d)

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SoSafe

29d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Product
  • Berlin

AI generated summary

  • You need 1+ years in sales, customer success, or marketing, strong diplomacy, a solution-driven mindset, product demo skills, self-motivation, and fluency in German and English.
  • You will onboard customers, drive engagement programs, analyze data for improvements, partner with teams, maintain customer health metrics, and ensure data accuracy in tools like Salesforce.

Requirements

  • 1 year + of experience in a customer-facing inside sales, customer success, BDR or Product Marketing role.
  • Diplomacy, tact, and poise when under pressure working through customer issues and escalations.
  • Solution-driven mindset, enjoying leveraging data to back hypotheses and deliver results.
  • Comfortable demonstrating product functionality (with training); ability to provide a comprehensive overview of key business use cases.
  • Self-motivated, proactive team player with innovative ideas to inspire customer growth, loyalty, and adoption.
  • German and English fluency. French or Dutch is a plus!

Responsibilities

  • Onboard new customers and set them up for success through quick implementation calls.
  • Prioritize your efforts amongst a larger book of business by focusing on retention, risk, and expansion opportunities.
  • Analyze data and identify common challenges, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products.
  • Create, drive, and iterate many programs and initiatives to implement to many customer engagement strategies that can efficiently and effectively drive customer results at scale (e.g., email campaigns, office hours, targeted customer consultations).
  • Partner with CSMs, AEs, Product, and Marketing to drive a many experiences within the team’s book of business.
  • Build processes to maintain customer health at scale, using internal dashboards and metrics to identify and respond to risks or opportunities within your book of business (500 to 1000 accounts).
  • Be a SoSafe operational champion and lead-by-example to ensure data hygiene in our internal CS Tool, Salesforce etc.

FAQs

What is the primary responsibility of the Customer Programs Manager at SoSafe?

The primary responsibility is to oversee the mid-market customer journey from onboarding to renewals, creating engagement models to ensure product adoption and delivering business value through scalable strategies.

What qualifications are necessary for this role?

A minimum of 1 year of experience in a customer-facing role such as inside sales, customer success, BDR, or product marketing is required, along with fluency in German and English.

What type of programs will the Customer Programs Manager be developing?

The Customer Programs Manager will develop programs focused on user training, customer engagement strategies, and automated customer success processes to support customer growth, retention, and satisfaction.

How many accounts will the Customer Programs Manager be responsible for?

The Customer Programs Manager will manage a book of business that includes 500 to 1000 accounts.

Is knowledge of additional languages beneficial for this position?

Yes, fluency in French or Dutch is considered a plus for the Customer Programs Manager role.

What types of support or resources does SoSafe offer its employees?

SoSafe offers benefits including 33 vacation days, access to coworking spaces in Madrid, private healthcare, learning & development allowance, and a pension scheme.

What kind of work environment can employees expect at SoSafe?

Employees can expect a vibrant and innovative work environment, with access to state-of-the-art technology, regular team events, and annual company off-sites.

What is the mission of SoSafe?

SoSafe's mission is to make the digital world safer by addressing the human factor in cybersecurity, empowering people against cyber threats through behavioral science and data-driven learning.

Are there any project management certifications preferred for this role?

Yes, certifications such as Prince2, PMI, or equivalent project management certifications are nice to have for this position.

What qualities are important for the Customer Programs Manager to have?

Important qualities include being customer-oriented, analytical, solution-driven, proactive, and having the ability to work under pressure while demonstrating diplomacy and tact.

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SoSafe

Turn on your human firewall!

Technology
Industry
201-500
Employees

Mission & Purpose

As a Cyber Security Hero at SoSafe, you make the world a little better: Our Awareness Platform helps over 1,000 organizations build up their human firewall, thereby protecting themselves against costly cyberattacks. SoSafe is one of the fastest growing tech companies, and is already a leading provider of security awareness solutions in Europe. Backed by strong VC funding, we are looking for more motivated team players who will assist us with our ambitious mission. Are you interested in being a part of this exciting journey? Apply now!

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