The Customer Success team is responsible for working closely with our large customers. You will be part of a team of colleagues who have a customer centric mindset that will promote loyalty and retention. You will be part of strategic discussions on the customer side and be an advocate for the customer internally. To be this trusted advisor you must be great at explaining technical concepts and demonstrate how our products can be leveraged to meet business requirements; all with great communication skills.
This role reports to VP of Customer Success.
- Support the CS Team to guide our clients in using their content management system
- Responsible for setting up a regional plan for international CS regions and execute on this
- Have a customer centric mindset and aim to be a trusted advisor to the customer
- Work on identifying customer growth potential (Upsell opportunities)
- Capture feedback (good and bad) so that we continue to improve our products and service as we grow
- Actively work on improving product knowledge and improving technical understanding
- Follow set activity plan for KPIs to be met
- Be available to work on other tasks as important to Sales
- Support our implementation partners who work on a day to day basis with our customers
- Perform other duties as defined by the Line Manager
- Successfully completed a college degree in tech or communication.
- Ideally you should have a background from being a technical consultant or a technical project manager and have worked in the Digital or Saas space.
- At least 2 years of experience working with large Customers.
- The right candidate will be quick-thinking, have a natural passion for identifying opportunities at our customers based on how technology can solve business challenges.
- You have an excellent understanding of customer needs and requirements and work with a strong sense of urgency which translates into activities.
- You have a positive attitude, love the idea of working with our customers based on finding new ways for them to take advantage of our platform / services.
- This is a Senior role. You will define a plan for our international customers together with VP Customer Success. The plan will focus on retention and growing the customer.
- You have highly developed communications skills and impeccable written communication skills, a team player with entrepreneurial spirit.
- You are highly service oriented, self-motivated with an excellent work ethic as well as proactive and self-disciplined with a well-organized work style.
- Your English spoken and written skills are on a proficient level.