Customer Success & Delivery Specialist (SaaS / Platform / Cloud) Hybrid

About the Role

As Customer Delivery and Customer Success Specialist (CSM), you will be responsible for onboarding new clients and driving customer happiness and utilization during the entire life cycle of their usage of our ‘Risk Data and Services’ (RDS) platform.

You will drive customer retention and expansion of existing relationships, working closely with our sales and solutions team. In this role, you will work closely with Corporate Solutions insurance customer managers to ensure the long-term satisfaction of our customers.

The successful candidate would focus on clients in Europe and might visit customers onsite from time to time.

Key Responsibilities:

• Deliver exceptional service and support that drive product adoption, active use, and customer happiness.
• Contribute to key performance indicators (KPIs) that measure and track customer success metrics, including usage, satisfaction, retention, and expansion.
• Collaborate cross-functionally with sales, solution development, and support teams to drive engagement initiatives and ensure growth attainment, aligning across the organization.
• Define and implement scalable processes and workflows to accelerate and streamline customer onboarding, adoption, and retention efforts.
• Develop and maintain strong relationships with key customers, serving as their advocate within the company and driving value realization.
• Stay informed about industry best practices, emerging trends, and competitor offerings to continuously improve our customer success initiatives and maintain a competitive edge.

About the Team

Our world has changed. Risk is accelerating, and that is compounded by the fact that everything is deeply interconnected, everything from geopolitical and economic and social issues to technology, climate and regulation. In these volatile times, companies want to better understand and act on their risks but lack the risk infrastructure and analytical tools.

Our ‘Risk Data and Services’ (RDS) platform empowers companies to take control of their risks. It gives them access to state-of-the-art data infrastructure and risk models from Swiss Re and third parties. With these insights, companies can take critical decisions: Shall we open a manufacturing plant elsewhere that will be less prone to flooding? The RDS platform has generated considerable traction among large and mid-sized companies worldwide. We are now embarking on the next phase and success in this role will be realized through strong collaboration with multi-disciplinary teams, a pragmatic approach and "can-do" attitude. We are a global team with colleagues based in Zurich, Manchester, Munich, Singapore, etc. and offer a dynamic working environment where curious and adaptable people thrive. Are you ready to "roll your sleeves" up?

About You

The ideal candidate comes with a passion for technology and innovation, and with a natural client centric approach to the business.

Must haves:

• Bachelor's degree in business, marketing, computer science, or a related field.
• Proven experience in a customer-facing roles and enthusiasm for post-sales account management for SaaS / Cloud / Platform subscription-based solutions.
• A highly responsive and customer centric attitude with strong communication skills and the ability to work within a team, build rapport with customers, and influence stakeholders at all levels.
• Proven record of driving high client satisfaction and retention above market average.
• Strong stakeholder management experience – also in potentially complex situations.
• Business proficiency in English and French. Spanish or Italian business proficiency is a plus and any other European language in addition is welcome.

Nice to haves:

• Experience in a start-up environment is a big plus.
• Experience working with CRM systems and customer success platforms is a plus.

For France, the base salary range for this position is between 60,000 EUR and 90,000 EUR for a full-time role.

The specific salary offered considers:

• the requirements, scope, complexity and responsibilities of the role,
• the applicant's own profile including education/qualifications, expertise, specialisation, skills and experience. In the situation where you do not meet all the requirements or you significantly exceed these, the offered salary may be below or above the advertised range.
• In addition to your base salary, you may be eligible for additional rewards and benefits including an attractive performance-based annual bonus.

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