Description:

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Customer Success Expert (m/f/d) for the European AI Factory HammerHAI

Your Role and Responsibilities:

Build and maintain strong relationships with key stakeholders and decision-makers, as well as new and existing clients, closely working with a team of support staff starting from onboarding to ensure customers achieve their desired outcomes using service offers of the European AI Factory (AIF) HammerHAI
Document the user journeys of the AIFs customers and utilise CRM tools to track customer interactions and pipeline progress
(Co-)organise and contribute to events (e.g. conferences, workshops, and hackathons) for existing customers and outreach events to win new customers from AIF's target customer groups
Introduce services and technologies available through HammerHAI to customers and potential clients
Conduct regular business reviews to assess customer health satisfaction, proactively identifying new opportunities to expand the interaction with customers and co-develop business development strategies
Collaborate with other roles in the AI Factory to convey customer needs and create targeted campaigns that enhance customer engagement and brand loyalty
Optimize the value customers derive from HammerHAI's service offers and to help customers optimising their service utilisation
Manage the full end-to-end user interaction and engagement cycle, from prospecting to closing, and supporting technical discussions with customers and presentations

Your Qualifications:

Required/Minimum Qualifications

Master of Business Administration (MBA), or a similar degree (e.g in management, marketing or communications) with 2 years of work experience or a Bachelor in these disciplines with multiple years (>4) of work experience, in roles which cover a significant fraction of the job profile described above

Other Requirements

Ambition to further shape the AIF’s structures as part of a highly motivated team
Knowledge and experience in working with and organising customer relationship management (CRM), including proficiency in CRM platforms for managing customer data and sales pipelines
Excellent English and German communication skills — both verbal and written — to effectively convey value propositions and excellent collaboration skills to work effectively with both, internal teams and international customers
Willingness to keep up with current developments and to learn about development of new technologies in the field of AI
Ability to develop and execute strategic account plans to maximize customer lifetime value
Ability to quickly learn and effectively communicate the value of HammerHAI service solutions

Additional or Preferred Qualifications

Experience in working at or with start-ups and/or small and medium enterprises (SMEs), together with strong negotiation abilities with a focus on building lasting client relationships
Proven experience in business development, B2B sales, and account management
Expertise in marketing strategies related to customer engagement and retention
Knowledge of technology sales, including technical sales processes and solutions
Analytical skills to interpret data for strategic decision-making
Experience in warm calling techniques to generate new leads and nurture existing accounts
Experience contributing to customer onboarding processes
Executing and contributing to process playbooks
Demonstrated experience in driving revenue growth through upselling, cross-selling, and renewals
Proficiency in analyzing customer data and providing data-driven recommendations

Conditions:

Working time

full time (40 hrs) / part-time possible

flexible working model with electronic time recording

Contract duration

End of Q1/2028, further employment is intended

Remuneration

up to E 13, see

Customer Success Expert (m/f/d) for the European AI Factory HammerHAI at Lrz