Customer Success Manager - IP Intelligence Software / German speaking

⭐ Your next adventure awaits here ⭐

As a Customer Success Manager at Questel, you will play a crucial role in managing and growing relationships with some of our largest and most strategic accounts in the DACH market. You will work to ensure that clients derive maximum value from Questel’s solutions, particularly Orbit Intelligence, while achieving high retention and growth metrics. Your responsibilities will include client training, engagement, and support through various initiatives, contributing directly to client satisfaction, product adoption, and revenue growth.

Principal Duties & Responsibilities

• Manage and nurture a portfolio of high-profile accounts, serving as the primary point of contact. Tens of the biggest or strategical clients in your assigned geographic territory will be selected to be part of the portfolio.
• Deliver customized training sessions to ensure clients are proficient with Orbit Intelligence and its latest features. You will be in charge to make the clients discover all new features and add-on for Orbit Intelligence, leading to potential upsells.
• You will support the Key Account Manager to make your clients sign the upsells.
• Organize and conduct workshops tailored to the unique needs of each client, driving product engagement and satisfaction. From these workshops, collect feedback, satisfaction status and enhancement requests.
• Monitor client success metrics and take proactive steps to prevent churn, fostering long-term retention. It can include on-site visits, trainings or pushing specific needs to the product team.
• Identify and pursue upsell opportunities for the Orbit suite (Intelligence, Insight, Intellixir).
• Act as an expert on Orbit Intelligence, staying up to date with new features and updates. It means to participate to the CSM meetings, stay tuned with the communications of the product team and participate to generate the knowledge base.
• Collect and analyze client feedback to guide product development and improve the client experience. Furthermore, attend to the most interesting conferences or user meetings to interact with the customer base.
• Develop engaging content, including articles and webinars, to educate clients on product capabilities and best practices.
• Facilitate and animate the digital community of users, promoting knowledge sharing and product adoption.
• Work collaboratively with the sales and product teams to align on client strategies and insights.
• Develop and implement a systematic CSM approach, covering processes, practices and tools to automate aspects of the CSM without sacrificing client relationships.

The successful candidate must be:

A master's degree in engineering, science, or a field focused on intellectual property is required. Professional experience in in-house patent analysis or intellectual property consulting, gained through an internship or employment, is also required. Equivalent combinations of education, experience, and training should demonstrate the following capabilities:

• Excellent analytical, organizational, writing, editing, and verbal communication skills.
• Strong presentation skills, with the ability to explain and demonstrate technical solutions to diverse audiences.
• Sound judgment, discretion, professionalism, and integrity.
• Excellent interpersonal skills and an engaging, proactive approach to collaboration.
• Ability to identify client needs, understand service expectations, and recommend appropriate solutions.
• Ability to work both independently and collaboratively to develop and present sales proposals.
• Experience using Orbit Intellixir is preferred.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Visio.
• Demonstrated ability to use AI tools to support presentation development.
• Self-motivation, initiative, and a commitment to completing assignments effectively.
• A service-oriented, responsive approach that fosters strong working relationships and respects others' needs and time.
• Fluency in German and English is required; proficiency in an additional language is preferred but not required.

If you’ve got this far down the page, we’re hoping it’s because something has resonated with you. Our biggest piece of advice when applying for this role is to be yourself, be curious and look for ways to enjoy and learn from the process. The rest will fall into place.

Join Questel, a growing international company, and live a great human adventure! 🤝

What we have to offer…

• Full time - permanent contract
• Flexible working hours, hybrid office/home working
  
• An inclusive culture and international team: Offices in the USA, EMEA and APAC
• Best of both worlds: agility and growth with structured onboarding and continuous learning
  
• A friendly team of intelligent, techy, creative and supportive people. We believe having fun is key to our wellbeing and our ability to produce high quality work

Job location: Germany, Munich (with remote possibilities)

Driven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.