Customer Success Manager

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🔥 6 hours ago

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Dennemeyer

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1962

⚖️ Legal

🏢 Enterprise

Legal • Enterprise • Software

Dennemeyer is a global leader in Intellectual Property (IP) management, providing a comprehensive suite of IP services and solutions. Since 1962, Dennemeyer has been a trusted partner in managing and protecting IP rights across the globe. The company offers IP maintenance services such as patent and trademark renewals, IP software for management and analysis, and consulting services to optimize IP portfolios and strategies. Dennemeyer also provides anti-counterfeiting measures, copyright protection, and litigation support. With over 20 offices worldwide, Dennemeyer manages over three million IP rights for around 8,000 clients. Their innovative platforms, like the AI-driven patent search and analysis tool Octimine, enhance IP management with advanced technology and data-driven insights. Commitment to sustainability is reflected in their ESG initiatives for sustainable IP practices.

📋 Description

• Build and maintain strong customer relationships throughout the customer lifecycle • Develop tailored customer success strategies with measurable outcomes • Provide guidance on workflows, best practices, and solutions • Identify customer challenges and recommend effective solutions • Educate customers on Dennemeyer services, software solutions, and product enhancements • Identify and communicate upsell, cross-sell, and expansion opportunities • Partner with Business Development Managers on pre-sales engagements as needed • Collaborate with internal and cross-functional teams to deliver a consistent customer experience • Share customer insights, feedback, and business intelligence • Conduct customer health checks and analyze adoption, engagement, satisfaction, financial performance, churn risk, and feedback metrics • Identify at-risk accounts and develop proactive engagement strategies • Develop data-driven customer success playbooks • Coordinate customer communications and ensure consistent messaging • Implement feedback mechanisms and champion the voice of the customer • Analyze NPS results and satisfaction metrics • Collaborate with Product Management and Development on product enhancements and roadmap priorities • Support Sales and Marketing through customer success stories, case studies, and reference programs • Drive customer retention, mitigate risks, and support long-term success • Analyze customer performance trends, wins, and losses to identify growth opportunities • Increase customer lifetime value while minimizing churn

🎯 Requirements

• Experience in Intellectual Property (IP) lifecycle management and customer success or customer experience management • Strong understanding of IP processes, services, and related business workflows • Excellent interpersonal, relationship-building, communication, and presentation skills • Self-motivated, proactive, and results-driven, with a strong sense of ownership • Strong analytical, problem-solving, and critical-thinking abilities • Ability to collaborate effectively with cross-functional teams and stakeholders • Experience developing, documenting, and maintaining standard operating procedures (SOPs) • Customer-centric with an empathetic and consultative approach • Active listening and strong relationship-management skills • Adaptability and resilience in a fast-paced environment • Commitment to continuous learning and professional development