Customer Success Manager jobs in Hamburg

We're looking for a customer centric individual to join our scaling customer success team in Germany. We are specifically looking for a german speaking consultant as you will be responsible for the DACH region (Germany, Austria, and Switzerland).

Your role will revolve around client satisfaction, retention, adoption and expansion on clients portfolios. Our ideal candidate will have experience working in a product lead business and have hospitality [more specifically hotel] experience.

• Reaching out to hoteliers directly, to advise them of the added benefits of RoomRaccoon
• Deliver demos to interested hoteliers demonstrating the scope of RaccoonPay and added benefits
• Develop a deep understanding of our product suite and competitor pricing and product offering
• Proactively engage with Hoteliers to understand their business goals, challenges, and objectives
• Serve as the primary point of contact, building strong and lasting relationships with key stakeholders
• Conduct regular check-ins and status reviews with customers to monitor their progress and satisfaction levels
• Identify opportunities to optimise and enhance Hoteliers' experiences based on their feedback and usage patterns
• Provide training and educational resources to empower Hoteliers to make the most of our products
• Identify potential upsell opportunities by understanding customers' evolving needs and business objectives
• Collaborate with sales teams to develop tailored proposals and strategies for expanding customers' product/service usage
• Develop and execute strategies to proactively address customer concerns and mitigate potential churn risks

• Language requirement: German and English
• Qualification / Experience:
• At least 3 years of relevant work experience
• Hotel sales &/or SaaS background is advantegous
• Skills/Attributes:
• Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell
• Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities
• Drive to revolutionise hoteliers worldwide
• Self-motivated & able to deliver under pressure
• Team-player
• Organised and great eye for detail
• Affection for both international business & tech

• Loyalty Programme (Equity)
• Role Specific:
• Commission | OTE for sales related roles
• Department incentive bonuses
• Training & Development:
• Formal training
• Annual hotel experience
• Employee Referral Campaign
• Friday Drinks & Lunches for in-house Raccoons
• Quarterly Office Massages
• Birthday Lunch

• This is what you tell people at parties:

I am working at an international super-fast-growing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the world's best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 100 heads is working from 10 offices all over the world!

“It's an exciting time to join RoomRaccoon. Through innovation, we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the world's number one hotel management system.” - Tijmen van Dijl (CEO & Co-Founder)