Phenom People Pvt Ltd
Customer Value Manager (fluent in English & German)
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Customer Value Manager (Mature Market)
Location: Rotterdam, London, Germany, or Romania Our Purpose: Help a billion people find the right work.
The Opportunity
Phenom is an AI-powered talent experience platform (TXM) redefining the HR tech space. As a leader in our established mature markets, we are seeking a highly collaborative Customer Value Manager (CVM) to guide customers toward digital transformation and measurable business impact.
In this role, you will act as the strategic “Outcome Owner”, aligning post-signature customer relationships with Phenom’s Sophisticated Ways of Working (SWOW). Working closely with account managers and local support teams, you will ensure customers unlock the full potential of Phenom’s AI capabilities. This adaptable, unstructured environment demands orchestration skills, an ability to thrive in dynamic settings, and a high-visibility presence in the region.
Key Responsibilities
1. Value Realization & Outcome Architecture
- Collaborate with talent leaders to diagnose business challenges and co-create strategic value plans that drive AI-driven solutions.
- Articulate ROI and measurable business outcomes by translating platform usage into tangible benefits for HR/Talent teams.
- Lead Quarterly Business Reviews (QBRs). Utilising data-driven insights, show value attainment, celebrate milestones, and strategically align future platform optimisation.
- Act as the customer trusted advisor and platform SME, diagnosing complex issues and designing comprehensive optimisation strategies to maximise adoption.
2. Regional Leadership & Collaborative Orchestration
- Serve as the primary strategic owner for customer health and sentiment, utilising discretion to operationalise AI and automation for scalable results.
- Partner across local Implementation, Product, Account Management, and Support teams to ensure seamless customer experiences.
- Build trust-based relationships through in-region presence, engaging in regular office culture activities, team meetings, and onsite customer discussions (workshops, strategic sessions, relationship mapping).
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3. Operational Agility & AI Leverage
- Manage daily priorities with high efficiency, leveraging internal tools to streamline workflows.
- Maintain standardised account hygiene and documentation protocols, aligning with broader regional standards.
- Utilise existing processes to balance portfolio ownership while driving momentum across complex regional teams.
4. Change Leadership
- Consultatively guide customers through organisational-shifts required for autonomous AI adoption.
- Develop internal "champion networks" and secure executive sponsorship to ensure sustained long-term relationships.
What You Bring (Requirements)
Core Experience
- 5+ years in:
- Enterprise HR Tech Customer Success
- Talent Ecosystem Management Consulting
- Talent Acquisition Systems (recruitment focus)
- Proven ability to operate within a cross-functional, mature-market environment
- Strong commercial acumen with sophisticated conversations for HR executives and talent leaders
Key Competencies
- Collaborative Adaptability: Thrives in a highly visible, unstructured collaborative setting
- Operational Excellence: Mastery of multi-priority management and regional coordination
- In-Region Presence: Laser-focused on offsite/onsite engagement (accounting for European regional travel)
- Technical Clarity:
- forward-thinking approach to AI tools and efficiency
- deep understanding of SaaS ecosystems, product and engineering structures, and tech integrations
- hands-on experience with complex SaaS environments and AI operationalisation
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Communication & Culture
- Exceptional storytelling and presentation skills
- Language Proficiency:
- English as a native standard
- Reading/fluency-level German required
Benefits
We believe in enhanced work-life harmony and unleashing passions:
- Health & Wellness: Holistic programmes supporting physical, mental, and financial health
- Flexibility: Modern schedules, parental leave, and transitional event support
- Balance: Generous vacation policies & inclusive holiday time off
- Growth: Career pathing initiatives, robust internal development opportunities
- Perks: Extensive extras in all offices (even remote-first)
Notes for Candidates
- Rotterdam role: Drivers permitted into the office within 80km radius (office attendance mandatory).
- German, London, or Romania roles: Remote design compliant with occupancy policies.
- Work Restrictions: Current work authorisation required; no sponsorship at present.
Diversity, Equity & Inclusion
Phenom is an Equal Opportunity Employer. We take a multi-pronged approach to DEI, fostering inclusive environments where internals and staff feel:
- Valued
- Supported
- Content in beaconled communities
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