Customer Success Manager US (m/f)

at fotograf.de in Berlin

Our mission is to build a global platform for successful high-volume photography.

fotograf.de/GotPhoto provides photographers a SaaS system for selling photos online. We already have active customers in 15 different countries on 5 continents, and are growing fast. As the market leader in Europe, we achieved profitability in 2015. We’re backed by top investors, including Saarbruecker21, Dr. Florian Heinemann and Christian Vollmann.

What’s our business?

We’re disrupting the volume / school photography industry. Our market is huge: 250 million people are photographed in schools and tourism sites in Europe and the US every year. However, the current method for selling photos is analog and inefficient: paper order forms are handed out, and photos are printed before they’ve been sold. Our innovative E-commerce and CRM system brings this process online. It’s faster, more efficient, and more profitable.

Your Mission

Your mission is to approach interested clients and guide (“onboard”) them all the way until their business is fully integrated with GotPhoto and they run all their photo sales successfully with our system. To achieve this, you’ll need to convince, educate, and adapt existing processes as well as communicate necessary new features to our IT team. You are considered by our customers as business coaches and trusted advisors. It’s up to you to shape and clear the path for a successful partnership and to keep delivering value with each customer interaction.

Your Tasks

Build relationships and guide customers successfully through the technical implementation and use of our services
You are responsible for both small and large clients, working together with Fabricio, our Account Manager for the UK, and Julius, our Head of Customer Success
Educate the employees of our larger clients in different functions (e.g., sales, administration, and production) on how to accomplish their workflow efficiently using our services
Take care of the technical implementation and handle incoming feature requests with our Product Management
Convince our clients to drop their old behaviours and habits – to some extent - and adopt our best practices
Answer all the questions your customers come across while using GotPhoto
Develop a client onboarding strategy for the GotPhoto team to meet current and future revenue goals

Required Skills

1-3 years B2B experience in account management
Excellent English skills with knowledge of the US customs
Good technical understanding
Genuine interest in complex SaaS solutions and ideally some experience in Sales/ post-Sales
Hands-on and entrepreneurial mentality
Confidence in bringing our key customers on the right path even if they initially have a different opinion
Willing to work the late shift 4 times/week and to travel to your larger US customers 4-5 times/ year

We Offer

Challenging tasks and a steep learning curve
An international team with flat hierarchies and a dynamic and inspiring working atmosphere
Continuous training possibilities and room for further personal development with a training budget of 300€
English as our working language and on-site German language classes
An office located in the heart of Berlin-Prenzlauer Berg
Healthy snacks (fruits & cereals), water, hot drinks, and lots of team events

Interested?

We recruit people with talent, curiosity and the essential skills for our business. If you would like to become part of our success story and think you would make a great addition to our team, we will gladly receive your application via Email. Please include your CV, your earliest starting date, salary expectations and the name of the job board. Your person of contact is Ana Walka.

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Published at 10 Mar 2017
Expires on 10 May 2017
Viewed: 612 times