Emea Customer Success Specialist

SummaryMathWorks has a hybrid work model that enables staff members to split their time between office and home.The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations.Learn More~**** is an exciting time to join MathWorks as we continue to grow our Shared Sales & Services centre in Galway, Ireland.MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink.We are seeking an enthusiastic, creative individual to join our team and help our customers in the DACH (Germany, Austria, and Switzerland) markets efficiently implement campus-wide access to our products.As a Customer Success Specialist, you will partner with a portfolio of the world's leading academic universities, working as part of an account team to drive engagement, build awareness, and demonstrate ROI for our software solutions.Your proactive approach will ensure customers experience outstanding service and value, directly supporting the renewal of their campus-wide license each year.MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.ResponsibilitiesDrive Customer Awareness and Engagement by developing and executing collaborative implementation plans, integrating awareness-building activities with deeper technical engagement initiatives led by the wider Account Team (including Sales/Account Manager, Customer Success Engineers, and Field Marketing).Maximise Customer ROI by maintaining proactive, regular contact throughout the annual lifecycle, conducting regular Business Reviews, and ensuring Campus-Wide access supports the University's strategic goals.Build trusted, consultative relationships with University stakeholders, acting as a central point of contact for current and prospective MATLAB user communities and identifying and nurturing customer advocates.Analyse and improve the customer experience by discovering potential gaps that may impact retention, collaborating cross-functionally to address these issues, and contributing to the evolution of ROI reporting tools that support the renewal process.Integrate customer feedback through regular interactions, satisfaction surveys, and input from customer-facing colleagues, collaborating with the Customer Success team to continuously improve materials, tools, and processes.Support and manage Onboarding and training activities as part of the customer journey, ensuring a seamless transition to the Campus-Wide Licence from the commitment stage through to annual renewal.Motivate and empower customers to take ownership of their deployment for ongoing success.Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience, escalating to Sales or Installation Support as required, and managing additional issues until resolved.Collaborate with the Educational Sales team to support pre-sale processes when needed and work closely with the wider account team to deliver a cohesive customer experience.Minimum QualificationsA bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.Additional QualificationsNative-level German and English speaker; proficiency (C1+) in a second European language is highly advantageous.Customer-focused with excellent communication (written and verbal) and presentation skills.Strong critical thinking, negotiation, and project management skills.Detail-oriented, self-starter with strong organisational abilities.Ability to deduce required activities based on proactive analysis of customer metrics.Demonstrated ownership of customer issues and relationship-building skills.Proven ability to influence and direct customer activities.Effective problem-solving, collaboration, and influencing skills.4-5 years' experience in a customer success or equivalent customer-facing role.Experience in a technical or software environment.Solid program and project management skills, including project analysis, risk management, course correction, and process improvement.Demonstrated ability to work in highly collaborative, cross-functional environments.Experience working with staff at multiple levels, including senior management; international experience is a plus.Social media savvy, with awareness of social media strategy, usage, content, and channels deployed by third-level institutes.