Customer Success Manager (m/f/d)

ABOUT ALCEMY

Help us decarbonise the cement and concrete industry.

alcemy was founded to reduce the massive CO2 footprint of the cement and concrete industry. Concrete is humanity's second most used material by volume and is responsible for almost 9% of global CO2 emissions.

We can change this! We leverage machine learning to provide smart production control software to the concrete supply chain to improve efficiency and allow for the production of low-carbon cement and concrete. Our software is used 24/7 in cement and concrete plants to optimize production and reduce carbon emissions today.

Tasks

THE OPPORTUNITY

As Customer Success Manager at alcemy, you will

• drive projects along the customer journey from managing pre-sales projects to accompanying implementation
• help us to establish convincing business cases and upsell our accounts
• improve and automate our customer success processes so we can scale
• educate and support our users in working with our product to enable trust in our machine-learning algorithms and increase engagement
• analyze and identify specific feature requests and requirements in dialog with our customers and translate them into concrete tasks for our development team
• in collaboration with our mechatronic, you coordinate the installation & maintenance of our IoT devices in the mixing trucks of your customers

As a Customer Success Manager at alcemy you have the chance to introduce a new AI-powered product into a traditional industry that is characterized by long-lasting relationships.

Requirements

YOUR PROFILE

• You are characterized by a high level of social competence and excellent communication skills
• You have a high willingness to learn and dive deep into an industry you have probably never heard of before
• You can prioritize and manage multiple projects at the same time
• You have a very good technical understanding and affinity toward data and statistics
• You can quickly empathize with complex customer needs and challenges and like to collaborate closely with customers and a cross-functional team to break them down into solvable tasks
• You have relevant work experience in sales, key account management, customer success, or project management position
• German skills have to be excellent (mother tongue or alike), and English conversational

Benefits

WE OFFER

• You can live and work remotely anywhere within the EU that's about a day of train ride away from Berlin.

• We meet up every 9 weeks for team weeks in Berlin to work together in-person

• VSOP equity options vested equally over 4 years.

• 1500 /year & 3 days/quarter personal development budget

• Mac or Linux laptop of your choice

• 28 days of vacation (some have to be taken between Christmas and New Years) and an additional day of vacation every 2 years

WORKING AT ALCEMY

• We value transparency, and direct feedback and are always open to refactoring how we work together to support you best in your day2day work
• We are passionate about helping our customers and always approach them and each other in a supportive and appreciative way.
• Our team setup is hybrid, which means we have an office space in Berlin, but you can also work remotely. To ensure human connection we have a quarterly on-site team week. During those, we try to focus less on day2day work and more on including evening activities, goal setting, and strategy definition

WITHIN 1 MONTH YOU WILL

• Complete our onboarding and meet every team member
• Learn a lot about cement, concrete and how our customers think. In addition, you will learn the intricacies of cement & concrete data and the production process of both
• Meet our customers and accompany customer conversations
• Support in the first pre-sales or implementation project

WITHIN 3 MONTHS YOU WILL

• Own your first implementation project
• Take over existing accounts and support them in their daily operations
• Accompany a first feature from customer feedback to specification to launch

WITHIN 6 MONTHS YOU WILL

• Have responsibility for managing your own accounts that you ve built up from implementation to daily operations
• Act as our customers advocate towards our development and product teams and contribute to the development of new features frequently
• Act as alcemy s ambassador towards our customers by communicating our product vision and mission
• Become an expert for quality control processes in the concrete industry and speak the language of the industry fluently