• Manage, coach, and develop a team of Customer Success Engineers. • Drive successful implementations in complex enterprise environments. • Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets. • Build and run a customer health and risk program and own renewal readiness. • Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases. • Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment. • Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers. • Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.

Role Description Mercier Consultancy Group is seeking a German Reservations Agent to join their team supporting Booking.com operations in Greece. This role offers free accommodation, making it an ideal opportunity for candidates looking to work abroad in a dynamic and supportive environment. - Assist German-speaking customers with accommodation bookings through phone, email, and chat. - Provide accurate and comprehensive information about properties, prices, and Booking.com policies. - Manage booking amendments, cancellations, and special requests efficiently. - Resolve customer inquiries and issues promptly and professionally to ensure a positive experience. - Keep detailed records of customer interactions and bookings using Booking.com's reservation system. - Collaborate with team members to achieve high standards of customer service and satisfaction. Qualifications - Fluency in German (spoken and written) is essential; proficiency in English is mandatory. - Experience in customer service or related roles is preferred. - Strong communication and interpersonal skills. - Ability to handle challenging situations calmly and effectively. - Willingness to relocate and adapt to life in Greece. - Positive attitude towards learning and professional growth in a multicultural setting. Benefits - Fully Paid Relocation Package. - Competitive monthly Salary. - Monthly Performance Bonus. - Fully Paid Training. - Health Insurance. - 2 Extra Salaries Per Year. - And Much More... Company Description

Role Description The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey. This role is located in the United States. Team Management & Leadership - Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities. - Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities. - Conduct regular check-ins, performance reviews, and professional development sessions with team members. - Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed. - Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary. - Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction. - Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues. - Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities. Cross-Functional Collaboration - Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations. - Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features. - Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets. Process Improvement - Help implement tools and processes that increase team efficiency and streamline customer communications and support. - Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations. - Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management. Qualifications - 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role. - Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals. - Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships. - Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities. - Fluency in English. Preferred Qualifications - Experience in the manufacturing industry or with predictive maintenance technology. - Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.). - Additional language skills beyond English are a plus. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

• Manage a portfolio of strategic accounts with full responsibility for the customer lifecycle from onboarding and adoption to the renewal phase • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. • Lead strategic meetings and Executive Business Reviews to share tactical advice • Drive the implementation and customer onboarding, taking help from key internal stakeholders with a key focus on ‘time to value’ objectives. • Develop, prepare, and nurture customers for advocacy. • Work with clients to establish business and technical goals or other key performance indicators and aid the customer in achieving these goals. In collaboration with our sales and technical teams, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and add-ons. • Advocate customer needs/issues across product, marketing, and support functions. Align seamlessly with sales, product management, marketing, and engineering teams. Manage the portfolio of the customers that will be in different stages of the life cycle.