Customer Success Manager (Supply Chain)

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability.

Our mission is to create a safer, more sustainable and productive world.

Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more.

Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity.

Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.

The Customer Success Manager (CSM) role is to help our clients to continually drive value from their investments in Sphera’s technology / expertise and to make sure these accounts positively view Sphera.

CSM’s are responsible for identifying upsell and cross selling opportunities in their assigned accounts and supporting, facilitating requests for additionally services, consulting.

The role will report into the Sr Director, Client Services of Sphera’s international business. Primary measures of performance will be client retention and growth.

Description :

• Take over responsibility, support and manage proactively your portfolio of B2B customers in strategic purchasing & supply chain management from medium-sized businesses as well as large corporations in the DACH and EMEA region / worldwide
• Advising new customers on the implementation of our SaaS solution as well as building a long-term customer relationship
• Taking the role of a Trusted Advisor in a strategic and advisory capacity
• Driving adoption as well as retention management
• Support Account Management in identifying and realizing upsell potential within assigned client portfolio
• Conducting user trainings, Q&A sessions as well as project workshops and excite users, key contacts and decision-makers for our solution
• Support the customer in providing feedback and development requests to Sphera, Supply Chain Risk Management and Supply Chain Sustainability.
• Provide operational insights to support Account Management driven escalation management
• Representing customer needs and be the voice of the customer in internal product development projects
• You continuously ensure customer satisfaction with our solution

Requirements :

• You are open, mentally flexible and curious about the world of Supply Chain Risk Management and Supply Chain Sustainability.
• You are passionate about dealing with customers : You are experienced in recognizing customer needs and are characterized by your professional handling of customer requests and concerns
• You have mastered the basics of project management and are characterized by an independent, organized and solution-oriented way of working
• First experience in supply chain or procurement consulting, 3rd level support in the software environment or customer success management would be an advantage, but not a must
• You are able to generate enthusiasm for our solution during presentations and to convey the added value
• You have an entrepreneurial mindset and very good communication skills
• Fluent in German and English
Vor 4 Tagen