Field Service Technician, Illinois — Diebold Nixdorf
Diebold Nixdorf
Install, troubleshoot, and repair ATMs and retail equipment for Diebold Nixdorf across an assigned territory. Train customers and coordinate field service work with dispatch.
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Thynk.Cloud develops hospitality management software on Salesforce, bringing group and event management, sales data, and analytics into a connected toolkit for hotels and hospitality businesses. Founded in 2019, the company operates as a remote-first global team and is scaling its platform for the international hospitality market. Its work centers on helping hospitality teams coordinate sales and operations and make better use of their business data.
Customer Success Manager, Europe (Remote) — Thynk.Cloud
Guide Thynk.Cloud hospitality customers across Europe from product adoption through renewal readiness. Manage account health, customer feedback, training, and value realization.
Description
- Lead the post-implementation customer journey from adoption to renewal readiness
- Build customer relationships and improve satisfaction, retention, and value delivered
- Coordinate adoption and outcomes with customer teams across IT, marketing, sales, and operations
- Manage a portfolio of accounts, grow adoption, flag risks, and head off churn and escalations
- Create and deliver success plans for priority customers
- Set a regular engagement schedule, including check-ins and annual business review preparation
- Track product adoption, support patterns, and customer sentiment
- Keep customer records up to date in Salesforce and Thynk Drive
- Run NPS surveys, review results, and coordinate follow-up
- Arrange customer training, webinars, targeted updates, community activities, events, and roundtables
- Run the Red Account program and coordinate issue resolution with Product, Professional Services, and Support
- Share renewal risks, adoption health, and customer value insights with Account Management for renewal planning
- Gather and share customer feedback with Product, Professional Services, and Support
- Refine customer processes, tools, and playbooks
- Spot expansion opportunities and refer them to Account Management
- Support renewal and expansion discussions with customer context, stakeholder maps, and usage data, while leaving commercial discussions to others
- Work closely with Account Management, Professional Services, Product, Support, Sales, and SalesOps
Requirements
- At least three years of experience in a hotel or venue, such as event management, operations, or sales and events
- Practical understanding of the day-to-day work of commercial and event teams
- Able to manage stakeholders ranging from end users to senior decision-makers
- Experience helping a team adopt new tools or processes
- Organized, methodical approach with reliable follow-through
- Professional fluency in English and at least one of German, French, or Spanish
- Experience in customer success, account management, or SaaS is an advantage
- Experience managing a portfolio of B2B accounts is an advantage
- Familiarity with Salesforce or another CRM platform is an advantage
- Experience in a scale-up or a newly established customer success function is an advantage
- Exposure to customer health scoring or tools such as Gainsight or ChurnZero is an advantage
- Knowledge of a third European language is an advantage
Benefits
- Choice of Apple or Windows IT equipment
- Fully remote work
- Monthly team meetings
- Annual team events
- Work-life balance
- Consideration of requests that support fulfillment at work
- International, collaborative, remote-first environment
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