Senior Customer Experience Manager - German Speaking
€61k - €84k • Hybrid
Posted 10d ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a Senior Customer Experience Manager who will lead the post-sale customer journey, overseeing everything from onboarding to long-term retention and contract renewals. In this role, you will act as both a trusted business advisor and a commercial owner of the account, building strategic relationships with stakeholders to articulate ROI and business value, ultimately closing renewals while maximizing upsells and minimizing churn. You will collaborate closely with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. A key aspect of this role involves embedding AI-driven optimization into daily workflows, utilizing advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and enhance operational efficiency.
Responsibilities
- Manage the entire customer lifecycle, from onboarding through renewal.
- Serve as a trusted advisor to customers, helping them adopt Cloudflare products and services to meet their needs and ensure success.
- Collaborate with account teams to plan and execute long-term success plans for large customers to facilitate retention and growth.
- Maintain a deep understanding of Cloudflare solutions and present relevant features to customers based on their business needs.
- Own or actively participate in customer touchpoints such as Business Value Justification meetings, Business Reviews, and Renewal Meetings.
- Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions.
- Own and drive renewals, maintaining and reporting an accurate weekly forecast.
- Negotiate and execute renewal contracts in accordance with customer objectives.
- Act as an expert in deal construction and pricing strategy, designing renewals for mutual customer and Cloudflare benefit.
- Analyze data and leverage tools to identify selling opportunities and business value.
- Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
- Develop and maintain long-term relationships with stakeholders in the account portfolio.
- Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues.
- Manage customer feedback and product needs by providing feature requests to internal partner teams.
- Prioritize effectively to handle multiple deals simultaneously.
- Utilize Generative AI (LLMs) to draft renewal communications, synthesize review data, and prepare executive summaries.
- Leverage AI analytics tools to parse customer usage metrics and highlight up-sell or cross-sell opportunities.
- Build automations to synchronize CRM data and update weekly forecasts.
Requirements
- German speaking proficiency.
- Experience managing customer lifecycles, including onboarding, retention, and renewals.
- Proven ability to build strategic relationships with stakeholders.
- Experience articulating ROI and business value to customers.
- Track record of successful planning and execution of Executive Business Reviews.
- Experience with forecasting and sales operations.
- Proficiency in data analysis and leveraging tools to identify selling opportunities.
- Experience working cross-functionally with various internal teams.
- Ability to prioritize and manage multiple deals concurrently.
- Mastery of LLMs for drafting communications and synthesizing data.
- Proficiency in AI analytics tools for customer usage metrics.
- Ability to build workflow automations.