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Image Frankfurt |

Image Full-time employee

Image Frankfurt | 
Full-time employee
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bd4travel is a market leading provider of AI-driven personalisation for the travel and retail industry. Our mission is to provide the most relevant and engaging web experience for every individual user in real-time. 

The unique proposition of our award-winning solution is to “listen” to each and every user, understand them and react with the most relevant offers, services and interactions at that precise moment. bd4travels machine learning capabilities ensure that every additional data point improves the users experience.

Our clients are mid- to large sized organisations in travel, retail and airline industry that profit from powerful personalisation use-cases, commercial steering modules and personalised merchandising. bd4travel is based in Germany and the UK and serves customers in many international markets.

Customer Success Manager / Solutions Consultant (m/w/d)

Your role

The Customer Success Team at bd4travel is responsible for overall client satisfaction, driving product adoption and ensuring that clients derive maximum value from bd4travel products. As a team, we provide expertise, strategic guidance and best practises to help our clients fully leverage our bd4travel solutions; with the ultimate result of client onboarding, renewals, upsells and advocacy. The ideal candidate will have a strong technical background with the ability to design and communicate solutions from a commercial perspective and provide technical expertise.

Your responsibilities are:

  • Provide coaching and advice to clients on the use of bd4travel’s solutions; develop insights into the challenges faced by clients and provide recommendations and best practises.
  • Be the client’s advocate and collect product feedback for customer needs.
  • Assess and provide perspective on customer challenges related to technical implementation, readiness and building a culture of experimentation with personalisation technologies.
  • Identify new opportunities for expanding bd4travel products usage to maximise customer success.
  • Provide strategic updates on clients’ performance to Senior Management and jointly run Quarterly Business Reviews (QBRs) for Customers together with bd4travels Account Managers, providing valuable insights, reassuring the customer of the value they draw from bd4travels products and exploring options to intensify and/or expanding usage of our products and services..
  • Educate and advise on potential use cases for new features of bd4travel’s platform.
  • Align with Delivery Managers during the onboarding process to maintain client satisfaction.
  • Always stay on top of industry news about technology products, platforms and partners to ensure you provide and maintain a deep industry and ecosystem expertise, share those news in a structured format with the rest of the organisation 
  • Collaborate closely with Account Managers to build strategic client roadmaps and to report on performance insights observed.

About you

  • 3+ years of experience in a Customer Success Management related function with direct customer contact in pre-, post-sale or professional services function, preferable at a SaaS-based company.
  • Experience in influencing, providing support, advice and liaison with multiple stakeholders.
  • Ability to explain very technical concepts in plain language to non-technical stakeholders.
  • Ability to build trust and communicate effectively with Senior, C-level, and technical stakeholders.
  • Strong technical, analytical and problem solving skills. Tie business problems to technical solutions, understand technology and be able to derive valuable insights from data.
  • Exceptional communication skills. You feel comfortable leading presentations both technical and non-technical.
  • A positive attitude, curious and desire to improve, learn and contribute to the team.
  • Experience with A/B testing, experimentation and statistical methodologies.
  • Experience in Travel Technology and/or Retail and/or eCommerce is a plus.
  • Fluent in English. Other languages are a plus.

What we offer

  • Multicultural start-up culture with flat hierarchies and a great atmosphere
  • Daily challenges in the context of an exciting, leading edge business
  • Plenty of scope for initiative and personal development
  • A great team of enjoyable people and brainiacs
  • Competitive compensation and benefits package

If this sounds like you and you’re excited to find a successful international start-up with grown-up ideas about how to do business, please send us your application right away. If you have any questions, we are happy to assist you.