At Personio, Customer Experience is more than a specific role. Rather, it is an integral part of our corporate culture and defines the way our customer teams work. As part of the Customer Experience Team, you will help our customers to understand the product, collect feedback, drive customer growth and help bring HR processes to a new level! The long-term satisfaction of our customers is a significant part of your success!
In our Customer Growth Team, you are a fundamental part of our growth strategy and responsible for maximising our recurring revenue. You actively promote customer loyalty through close interaction with our existing customers in DACH but also throughout Europe.
Your tasks and responsibilities
- Account Management: You establish yourself as a trusted advisor for the clients. In close collaboration with your Customer Success Manager you are the first point of contact to accelerate the customers growth. You regularly sync with your customers to understand their business and needs. Besides, you are actively monitoring the customer’s usage and health score, contacting the customer to define concrete actions on how to improve their experience with the product and the service even further.
- Renewal Management: You are actively prolonging a customer’s subscription by preparing offers, negotiating prices, and documenting all relevant insights. Additionally, you find creative solutions to support the customers as well as Personios needs long-term.
- Expansion Management: You are identifying upselling opportunities, raising awareness for certain products, conducting product demos, and negotiating prices. Besides, you are able to simplify complex upsells and pitch the value of our solutions to the related stakeholders in the buying center.
- Risk Management: You are predicting and reducing the customer’s risk of downgrading from current products or canceling their entire subscription by managing escalations and offering solutions. You are confirming and following up on cancellations from customers.
Projects & Content: You are supporting projects, such as setting OKRs, creating new processes, or improving current workflows and efficiency. You are contributing to the creation of content items, e.g. documentation of processes in Confluence.