Enterprise Customer Success Manager - job 1 of 2

As an Enterprise Customer Success Manager at Too Good To Go, your primary responsibilities include maximizing value for our largest customers through identifying growth opportunities and fostering product innovation. You'll be conducting business reviews, managing stakeholder relationships, and navigating large-scale negotiations to ensure mutually beneficial outcomes. Additionally, being customer-obsessed is key, as you'll need to deeply understand and address their unique food surplus challenges.

To be qualified for the Enterprise Customer Success Manager position at Too Good To Go, candidates should possess 3-5 years of experience in a revenue-generating role such as sales, customer success, or business development. A strong background in fields related to technology, marketplaces, or food/hospitality is highly beneficial. Familiarity with value-based selling or MEDDICC methodology, excellent communication skills, and a passion for sustainability are also essential.

Too Good To Go is committed to supporting the career growth of its Enterprise Customer Success Managers through continuous learning opportunities, mentorship programs, and a collaborative work environment. The company fosters a culture of accountability and encourages personal development while contributing to meaningful social impact, creating a fulfilling work experience.

An Enterprise Customer Success Manager at Too Good To Go should ideally be familiar with tools such as Salesforce for CRM management, Looker for data analytics, and collaboration platforms like Slack and G Suite. Proficiency in these technologies can significantly enhance efficiency in communication, data analysis, and partnership growth strategy.

Experience in the food and hospitality industry is valuable for an Enterprise Customer Success Manager at Too Good To Go as it provides insight into the unique challenges and opportunities within this sector. Understanding food operations, customer behavior, and market dynamics allows the manager to offer tailored solutions that drive success in reducing food waste and maximizing the value of partnerships.

In responding to this question, discuss specific scenarios where you applied value-based selling principles, such as identifying customer needs and aligning solutions that create higher value. Highlight how this approach has led to successful outcomes and strengthened customer relationships.

When addressing objections, it's important to listen actively and show empathy towards the client’s concerns. Provide examples of how you have successfully navigated objections in the past by seeking to understand the root issues and finding creative, mutually beneficial solutions.

Explain your approach to stakeholder engagement, emphasizing the importance of building relationships at various levels within the client organization. Highlight techniques like leveraging regular business reviews and personalized communication to keep stakeholders informed and involved.

In your response, emphasize your organizational skills, including the use of tools for tracking tasks and accounts, setting clear priorities based on customer needs, and regularly assessing where to allocate resources for maximum impact and efficiency.

Discuss a specific project where you led efforts to drive customer success, focusing on the objectives, your role, and the outcomes. Try to incorporate metrics or KPIs to quantify success, which will demonstrate your ability to deliver results.

In your answer, stress the importance of data-driven decision-making in identifying trends, understanding customer behavior, and measuring success. Provide examples of how you've used data analysis to inform strategies and improve customer outcomes.

Share your methods for staying current, such as following industry publications, attending conferences, and engaging in networking opportunities. Mention how this knowledge influences your work and helps anticipate customer needs.

When discussing your passion for sustainability, connect personal experiences or values that drive your commitment to addressing food waste. Share how this passion aligns with the mission of Too Good To Go and motivates you in your professional endeavors.

Describe the key performance indicators (KPIs) you focus on to measure success, such as customer retention rates, upsell opportunities, and overall satisfaction. Discuss how you use this data to continually refine your strategies.

Outline your approach to onboarding a new key account by conducting thorough research, scheduling introductory meetings with key stakeholders, and assessing their specific needs. Emphasize the importance of building rapport and trust right from the outset.