CUSTOMER SUCCESS MANAGER (NORTH AMERICA MARKET)
About the position
Our client is a dynamic SaaS company related to the educational sector, going through a period of expansion. We are looking for a Customer Success Manager to join their amazing team and support to their North American customers.
Be responsible for an effective and smooth transition from the sales process to on-boarding and the settling in period.
Use the first few months to train customers to be a self-reliant as possible and use our knowledge base effectively,
Advocate for the customer - Be proactive in analysing customer needs and preparing feedback that the support, sales and development teams can easily digest,
Advocate for the company - Set and manage customer expectations, help them understand and accept company processes and decisions that might affect them,
Regular customer success and satisfaction reviews
Proactively analyse and be involved with improving the on-boarding process,
Encourage up-sells and cross sells
Partner with our existing customers to effectively resolve issues over the phone various support channels and
Diagnose software issues and engage with our product manager using established processes.
2-4 years of experience in Customer Success. Proven track record working in a software support role preferably in SaaS
Have very strong interpersonal and communication skills
Be curious and want to solve problems, eager to find out how to make things work for our existing customers,
Be self-motivated, be resilient and flexible as workload increases at particular times of the scholastic year,
Have project planning experience and be able to simultaneously manage multiple new customers and plan, manage and guide them through the onboarding process and critical first few months of operation successfully,
Have experience working with data files - be able to work with data provided in multiple formats and states of cleanliness. This data must be cleaned up and imported in to the system.
Have training experience - be able to deliver one to one training sessions online
Perfect/native spoken and written English.
This role is open for candidates that can work core hours between 12:30 and 21:00 CET, covering North America.
Considered a plus:
Background in education, especially a management or administrative role.
Experience training customers over the web.
Experience with customer on-boarding for SaaS.
Super family-like environment (They are 11 people in the office but with a very dynamic atmosphere)
They like to hire SOLID MEMBERS with a real impact on the company
Investment on employees “well-being” and “personal development” (more info in company benefits)
Growing company: Once they hire these Customer Success Managers, they will expand the Sales department
Customer satisfaction rate at 98%