Piano Overview
Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Amsterdam with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal and more.
Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world, by World Economic Forum, Red Herring, Inc. and Deloitte. For more information, visit piano.io.Position SummaryThe Client Success Manager develops customer relationships that promote retention and loyalty. The goal of the CSM team is to help clients realize maximum business value from the Piano software they license. The primary measures of this success are client retention, client satisfaction and client advocacy.WhatYou’ll Do
- Coach, train and support better product usage and best practice development through regular customer engagements.
- Drive client product adoption and advance clients along the maturity model.
- Deliverproduct updates/roadmap briefings.
- Regular status meetings, including presentations on product adoption and other usage Insights.
- Overall lead on client escalation.
- Become a power user of Piano´s software.
- Take ownership of customer issues and follow problems through to resolution. ProvidecontextforotherServicesteammembers as needed.
- Support clients in workarounds when standard practices are unavailable.
- Prepare and present success plans and ensure follow-up.
- Identify needs and make recommendations to optimize customer´s usage of our solutions and services.
- Build strong internal and external relationships across the organization, and ensure customer feedback is clearly captured and conveyed internally.
WhatYouHave
- Educated to degree level (minimum BA/BSc).
- 1-2 years of proven work experience as a Customer Success Manager or relevant client-facing experience within a professional services organization will be hugely beneficial (e.g. consulting, pre-sales, etc.)." SaaS, Martech, and Adtech industries preferred.
- English is a must; other language like Spanish, German, French, Japanese is a bonus.
- Clear and polished communicator in person and in writing.
- Excellent analytical and problem-solving skills.
- Deep commitmenttoclientsatisfaction.
Desiredtohave
- Basic knowledge of one or more of the following frontend technologies: HTML, CSS, JavaScript
- General understanding and knowledge of web technologies and related problem-solving tools for front-end-based web technologies
- Understanding web security and/or data transfer protocols (API, XML, FTP) will be helpful
- Experience in other fields of digital business like SEO, AB-Testing, Social Media, Tag Management System, Adwords etc. would be valuable.
Please submit your resume in English.Applicants for this position should have the authorization to work in this jurisdiction without sponsorship from the Company.
