What you'll be doing:
Please check this video from the hiring manager sharing more about the role!
- Help define, shape and execute the CSM strategy at Camunda and scalable processes for your CSM team with a focus on banking, financial services, and insurance (BFSI) customer accounts
- Drive the results, objectives (KPIs) and activities of the contributors within your team while working closely with them to build bespoke development plans and support achieving them
- Support the forecasting of renewals and guide your team in risky renewal discussions by serving as an initial escalation point for them and their customers
- Analyze your team’s routines and customer data captured by them to maximize customer experience and spot areas for internal initiatives and improvement while defining collaboration processes with other internal teams
- Act as a CSM for customers vital to your team’s remit by leading from the front and ensuring that your team is building trusted relationships with them while helping to spot meaningful upsell opportunities
- Create an understanding among other teams of the services that CSMs deliver within Camunda and to our customers
This is a remote role and can be based anywhere where we are eligible to hire, please find a list of available countries here. The team that you’ll work with are based in the Americas, an overlap in working hours is required.
What you bring:
- Ability and/or willingness to use our product.
- Genuinely empathetic to customers and colleagues alike; willingness to share experiences and ask questions freely; aligns well into our existing collaborative team dynamic (low ego)
- Ability to build individual development plans and motivate teammates to improve their performance; ability to hold difficult conversations with individuals and manage performance issues
- Ability to manage time and balance team leadership, driving new initiatives and customer needs
- Ability to help guide the team in balancing their time across customer portfolio and with internal activities
- Coaching ability to advise CSMs where needed and serve as a sounding board for the team
- Experience interviewing CSM candidates and onboarding, coaching and mentoring new and/or junior CSM teammates
- Years of experience managing, retaining and expanding strategic customer accounts in the BFSI industries
Nice-to-haves:
- Strong understanding of high-level software development, open source, cloud computing, DevOps concepts, and trends in the process automation space
- Deep experience developing customer success plans that outline customers’ KPIs, customer stakeholders, critical success factors, and product adoption plan
- Salesforce and Gainsight experience, specifically building customer engagement playbooks that yield effective and concise calls to action (CTAs)
- Ability to hold value-based conversations with customers on how technology helps them succeed while capturing the value of Camunda’s tech and services to them
#LI-DNI
What We Have to Offer:
Compensation
For external hires, we consider the skills and experience of the incoming candidate, but typically place candidates in the first half of the range to ensure ample room for growth over the entire lifecycle of the role.
Below is the annual Total Target Cash Compensation (Total Cash) range for Camundi located in one of our entities. Total Cash refers to base salary and 100% attainment of variable target, where applicable. Actual Total Cash offered will depend on factors such as skills and qualifications related to the role. To comprise the Total Rewards package, Camunda also offers equity (where applicable) in the form of a Virtual Employee Stock Option Plan and benefits based on the country of residence.
The annual Total Cash range for this position for Camundi in our entities is as follows:
- United States: $152,000.00 to $228,000.00
- Germany: €101,100.00 to €151,700.00
- United Kingdom: £98,500.00 to £147,800.00
- Singapore: S$188,800.00 to S$283,200.00
If you are outside one of these countries, you would be employed by our Preferred Employer Organization (PEO), Remote. After applying for the role and speaking with one of our Talent Acquisition Partners, you will be provided a link to access the Camunda Total Rewards Calculator which will outline the Total Cash range for your country.
