Customer Success Manager – DACH

About MSAB

The MSAB vision is to empower every investigation with digital forensic solutions – for a safer world. A core value is to run an ethics-driven company with innovation and results. MSAB is the global leader in digital forensic technology for mobile device examination and analysis. The sole focus of MSAB is on delivering high quality digital forensic solutions to collect, review, analyze and manage data. MSAB is a trusted partner to Law Enforcement, Defense Forces, Government Agencies and Forensic Laboratories in democratic countries throughout the world enabling them to investigate crime, gather intelligence, investigate fraud and fight corruption.

About the Role

 Our Customer Success team is dedicated to nurturing long-term relationships with our clients and striving for a 100% software license renewal rate. In this role, you will collaborate closely with our Area Sales Managers (ASMs), primarily focusing on the DACH market, as well as with ASMs working with Resellers and Partners. Your main objective is to strengthen our existing relationships and ensure that our clients are satisfied and utilize our systems efficiently. You will therefore be responsible for onboarding new clients, managing and coordinating software license renewals for existing clients, and identifying and pursuing service upselling opportunities.

 Role Responsibilities

  • Act as a customer advisor within our existing accounts to maintain the ongoing value of our products and services.
  • Collaborate with clients to identify critical goals and key criteria to help them achieve their objectives.
  • Engage with new inquiries and our existing clients and partners, primarily within the DACH market.
  • Collaborate with all our partners worldwide to facilitate and follow up on onboarding and license renewals.

Who are you?

 To excel in the role of a Customer Success Manager (CSM) at MSAB, you are a professional with exceptional communication skills and a strong commercial drive. Embracing teamwork and understanding the significance of collaboration within the CS department and with Area Sales Managers (ASM) is crucial. So, teamwork is something that comes naturally to you!

 We envision our next CSM to be driven by a passion for nurturing relationships and earning the trust of customers and partners to ensure high renewal rates and upsells within existing accounts. They should be solution-oriented, structured, and organized, proficient in negotiation, and possess strong communication skills. Taking pride in establishing lasting relationships and being attentive to the needs of clients is essential.

We believe you have.

  • Minimum of two years' experience in sales of services, solutions, or products to companies or organizations.
  • Excellent communication skills in English and native fluency in German; proficiency in Spanish or Italian is advantageous.
  • Preferably have some experience in partner-based sales
  •  Excellent communication skills: Both written and verbal fluency are essential to build trust with customers by clearly explaining our products, training, services and benefits. 
  •  Strong understanding of the sales process and ability to identify opportunities for upselling. With proven experience in a customer-facing role, focused on sales & account management.
  •  Good administrative skills and an understanding of order finance processing will be vital to your success in the role. Familiarity with CRM systems and sales tools is essential.
  •  Technical aptitude: A basic understanding of computers and software is required, together with a willingness to learn about Digital Forensics is necessary.

 

Starting Date: As soon as possible 

If you have any questions please contact TA specialist, Molly Benner at molly.benner@msab.com

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