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Scaled Customer Success Manager (French / German / Dutch / Italian)- Barcelona Hybrid



Customer Service, Sales & Business Development
Posted on Tuesday, February 20, 2024

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

How You'll Make An Impact

Creating an Amazing Culture and Building Customer Love are two of our most strategic values at Boomi. The Boomi Customer Success team lives and breathes these values every day. A critical element of Boomi’s strategy is helping our customers accelerate their time to value and expand their relationships with Boomi. This is a key differentiator for us and we believe that our customers deserve a unique and exceptional experience. When we do this well, our customers succeed and Boomi succeeds by increasing our renewal and growth rates.

We currently have an opening for an experienced scaled CSM for our hyper-growing commercial segment who will act as a player-coach for other Scaled Customer Success colleagues providing them with mentorship and coaching to achieve individual and team performance goals.

We currently have several openings in our team for an experienced Customer Success Manager for our hyper-growing commercial segment.

We seek energetic and highly productive CSMs for our ever-growing customer base. You will work with a large portfolio of customers to proactively launch and drive adoption and act as the voice of your customers internally at Boomi. You are relentless and dedicated to orchestrating high-value engagements including adoption, implementation, value creation, business reviews, roadmap alignment, and documenting measurable outcomes for our customers.

Please also note that this is a hybrid office/remote role where you will work at least 3 days per week from our stunning Barcelona office, and 2 days from home.

What you'll do

  • Develop and maintain a deep understanding of our customer's business objectives, challenges, and opportunities and help deliver value-driven engagements
  • Identify, design, and being able to achieve the customer's goals in a short-term relationship
  • Maintain a deep understanding of our platform and make recommendations on how customers can use it to accelerate their business objectives
  • Deliver proactive and reactive customer success motions through touchpoints that require product knowledge, joint planning, problem-solving and ability to multi-task
  • Collaborate with internal teams, including sales, services, support, and product to ensure adoption as well as mitigate any adoption risks
  • Track and report on key metrics related to customer engagement, adoption, satisfaction, and retention
  • Proactively identify opportunities to expand the usage of Boomi products and services within existing customer accounts
  • Act as a player-coach for other Scaled Customer Success colleagues providing them with mentorship and coaching to achieve individual and team performance goals.
  • Develop, maintain, and run 1:M scaled engagements to drive advocacy, adoption, and retention

The Experience You Bring

  • 7+ years of experience working as either Success Manager, Technical Consultant, Architect, or in other roles with a project, delivery, or technical account management focus
  • Experience working with a large portfolio of customers (+100) and being able to manage multiple accounts at different stages in the life cycle.
  • Excellent ability to understand and communicate complex business and technical subjects to both technical and non-technical audiences
  • Ability to actively listen to customers and translate their business needs into personalized consultation
  • Proven business and technical acumen to proactively identify customer needs and implement success, adoption, and outcome realization plans
  • Have a data-driven and analytical mindset to prioritize, manage, and deliver multiple tasks and initiatives simultaneously
  • Technical proficiency and a strong understanding of cloud-based software solutions
  • Develop, test, and iterate on scaled playbooks and engagement strategies
  • Impeccable verbal and written communication skills as well as customer-facing experience

Desirable Requirements

  • 4 years of working as a Customer Success Manager or a scaled success leader for a SaaS or a cloud-based platform
  • Experience in iPaaS, Automation, or Data/Application Integration space
  • Experience with Customer Success Management tools like Gainsight/Totango
  • Fluent in English + additional language: French, German, Dutch, Italian
  • Please note that this is a Player/Coach role so we will prefer candidates with experience leading a small team

Payroll and benefits are provided through Globalization Partners, please ask your recruiter for more information.

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.