Job Description
Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager. You will be responsible for managing a portfolio of enterprise customers in EMEA. In this role you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.
What you'll do
- By building strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
- By partnering with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
- By creating, executing and managing comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
- By serving as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
- By being a Team Player. You’ll be collaborating with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) and will help to build the CS “brand” across our entire organization
- By monitoring your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
- By maintaining and leveraging our Customer Success Management platform to maintain detailed customer centric actions and communication plans
Who you are
- Full fluency in English, and German or French (Nice to have)
- 5+ years experience in Customer Success Management or customer facing-role supporting enterprise clients.
- Experience working with Marketing teams, Professional Services, IT teams, PMO teams.
- Ability to build and maintain strong relationships with a diverse set of clients, including senior leadership.
- Knowledge and hands-on experience in project management, business process redesign, and change management.
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
- Willing to dive into technical details of a product to understand it thoroughly
Standout Qualities
- Having a problem solver mentality, being a critical thinker and generally curious
- A passion for learning and improving every day, motivated to excel
- Openness to receiving feedback, being coachable
- A strong team player attitude
- Possessing a self starter attitude with strong ownership skills, willing to go above and beyond the job description
- A creative and innovative approach.
Benefits & Perks
- 28 calendar days of paid vacation
- Sick Leave
- Compensation (5 Paid Uncertified Sick Days)
- Parental Leave: 18 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Health Insurance (Employees + Dependents)
- Life Insurance Plan
- Utility Allowance (30 EUR/month, subject to taxation)
- Fitness Plan (800 EUR/year)
- Full-remote & On-demand access to Co-working space
