Customer Success Specialist (m/w/d)

Job description

Sharpist is on a journey to deliver measurable business outcomes to its global enterprise clients, through a digital people development solution that founds on 1:1 coaching. As Europe's leading solution for people development, Sharpist marries the individual employee's needs for personalized learning with the demand for worldwide scalability of global organizations such as Axel Springer, STRABAG, and Porsche.

To achieve this "personalization at scale" Sharpist bets on unparalleled user engagement. This engagement derives from combining a 1:1 human coaching offer with a digital learning journey that makes personal growth transparent and gamifies the development experience, just like Apple Health or Strava are doing in their particular domains.

As (Senior) / Customer Success specialist (m/f/x) you are the trusted partner for your customers at Sharpist and will maintain and uphold your customer’s success. This success manifests for Sharpist in the three core areas related to (1) successful Customer Onboarding, (2) low customer churn and (3) creating opportunities for Sharpist to be a true partner through upselling.

💙 Sharpist was founded on the core belief that personalized learning is an important right everyone should be able to have access to. We are an equal opportunity employer and we encourage you no matter of all ethnic backgrounds, genders, and sexual orientations to apply for this role. 🙂

Job requirements

What you'll do here at Sharpist

Within 1 month you will…

  • Learn everything you need to know to be able to comply with your customers’ needs

  • Get started with your own clients and start onboarding new ones

Within 1 quarter you will…

  • Manage your entire customer portfolio by yourself
  • Facilitate successful customers’ onboarding
  • Understand and challenge customers’ success outcomes
  • Facilitate check-ins and quarterly business reviews
  • Build relationships with your customers (and joke a lot with them)
  • Develop your customers
  • Advise your customers on the best ways to measure success and how to integrate Sharpist in their learning and development landscape
  • Data interpretation to create learning/coaching journeys
  • Strategic planning with the Sales Team
  • Co-facilitate first workshops

Within 1 year you will…

  • Drive own projects that propel the customer success team to the next level

  • Challenge the status quo in customer success at Sharpist

  • Be a thought leader in the digital learning space

  • Facilitate and design your own workshops

And then, what's next?

  • Gain more and more responsibility in an ever-growing organization

  • Continuously develop your customer success skills, product as well as learning and development knowledge

  • You tell us ;)

We believe you'll be successful if you are able to...

  • Support your customers in realizing their learning & development goals

  • You prepare target-oriented communication via various communication channels and make it available to your customers

  • In terms of content, work on the conception of surveys and thus help your customers to make their successes visible.

  • Ensure smooth onboarding processes and their optimization

  • Be the sparring partner/consultant for your customers with regard to their learning & development strategy

  • Act as an essential interface between all Sharpist internal teams and operate effective stakeholder management

  • Share your best practices with your customers and the entire customer success team

  • Provide upselling opportunities through personal relationships

  • Provide upselling opportunities through strategic planning based on data analysis

  • Be commercially minded or worked within a similar environment

These hard facts will get us excited to get to know you better

  • You already have 2-3 years of professional experience as a Customer Success Manager, ideally in a B2B SaaS company or in a management consultancy

  • You have a degree with an economic or similar reference and are enthusiastic about people & cultural topics

  • You are sociable, have good communication skills and are not afraid of challenging conversations

  • You are characterized by an analytical mindset and a structured way of working

  • You are a team player, like to share your knowledge and don't forget to have fun :)

  • You show initiative, take responsibility for your issues and also look "outside the box" at your colleagues

  • You can communicate fluently in German and English and French is a plus!