ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Team Lead for Customer Engagement, driving client re-engagement and leading a small team towards strategic goals in customer success.
Responsibilities
- Pipeline management: You manage our engagement pipeline daily by strategically prioritizing customer cases and handling them together with your team following our proven playbooks
- Strategic development: You develop ideas and concepts to increase usage rates and reduce the risk of churn, and you implement them
- Team management & coaching: You lead your two-person team using clear criteria, create a motivating environment, and support them in daily work through targeted coaching and continuous development
- Impact on core goals: You positively influence our key metrics—such as usage rate and feature adoption depth—and thereby prevent customer inactivity and churn
- Process optimization: You continuously iterate existing processes, design new processes, and make decisions within the defined framework
- Data-driven management: You are confident analyzing dashboards as well as monitoring and strategically managing your team’s activities
- Hands-on engagement: You handle engagement cases yourself for approximately 20% of your time and lead by example, demonstrating to your team how successful customer activation works
Requirements
- Customer Success expertise: You have a solid understanding of customer success management processes and have ideally worked previously as a Team Lead / Senior Customer Success Manager or in a similar role
- Leadership experience: You have direct line-management experience and the motivation to successfully develop a team
- CRM competence: You understand Salesforce or other CRM-based processes and can use them for efficient customer management
- Analytical strength: You are confident working with dashboards and derive actionable insights for your team
- Team-lead mindset: You bring the right balance of strategic thinking and operational excellence
Benefits
- Flexible, location-independent remote work, supported by a Deutschlandticket subsidized by €29
- 30 vacation days (including Dec 24 & Dec 31) plus additional days off for rest and relaxation
- Stay fit with a company bike (JobRad) and fitness offers via Hansefit or EGYM Wellpass
- Access to the full range of services from our mental-health partner, Bloom
- Additional company health insurance through Allianz
- Monthly professional shoulder and neck massage at our Hanover office
- An annual learning & development budget of currently €800 for courses, books, or coaching
- Regular feedback and development meetings to support your career goals
- A clear HERO career plan to enable internal growth
- Great summer and Christmas parties as well as regular team events
- Annual co-workations with the HERO team in the EU
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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