Reference no.: MM-BBBH11217
Company description See more offers
   
 

ClearSource - Customer Success Manager

Ref.: MM-BBBH11217
 

Customer Success Manager
Ref. MM-BBBH11217

At ClearSource we use top notch digital tools for efficient and transparent recruitment. And simultaneously we stay very closely connected on a human level to both candidates and companies. Freelance missions, permanent placements, full-blown online campaigns, employer branding... We are good at what we do and we do it with passion, every day. The best proof: 85% of our business comes from repeat customers.

We are actively looking for a customer success manager with a passion for technology!

 

Do you love technology? Do you love helping people? Do you want to be part of a company that is a game-changer in the Web2print industry? Then this company has opportunities for you.

 

 

What will you do?

  • The Customer Success team is vital to our success. You will be part of our customer success management team (CSM).
  • You will take ownership over a portfolio of clients. You will be responsible for onboarding, retention of assigned accounts as well reactivation of lost accounts.
  • Improving our customer experience and success reside in your hands.
  • Welcome and onboard newly assigned customers, ensure proper technical training and primary instructions are delivered for stellar on-boarding
  • Analyse their needs, understand their use case and manage their expectations
  • Serve as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations with Rnd team
  • Work hands-on with Rnd and the Customer Success Engineers to address issues, questions, and requests from existing customers
  • Communicate new features development, improvements and updates on the software into a comprehensive customer language
  • Perform troubleshooting of reported issues if required and escalate the issue when appropriate
  • Establish trustworthy and close connection with your customers and partners through multiple pro-active communication to stay on top of their needs
  • When the renewal date of a contract approaches, you know what it takes to retain the customer and even what type of upselling could improve his user experience
  • Ensure timely response and resolution to technical and product outstanding items
  • Make recommendations on how new and existing features fit within customers' environments, providing best practices and guidance
  • Participate in customer-requested meetings and quarterly business reviews (onsite and remotely)
  • Provide proactive status updates to required parties
  • Leverage knowledge of your customers' environments to assist teams in better serving your customers
  • Travel to client locations as (approximately 15-20 percent)
  • Participate in project-based, consultant-led architectural and design discussions to ensure integration is optimal for the customer(s)
  • Flexible to handle key customers escalation calls outside business hours

 

Requirements

  • Degree in related discipline of the technical industry, IT or equivalent experience
  • At least 2 years of full-time experience in consultative customer support and/or customer management related role in the technical industry
  • Prove you have a background in and passion for Graphics Arts or Web development
  • You have experience managing a client portfolio
  • English is a must - this is our company language - every other language is a plus
  • You enjoy working in a Scale up environment
  • Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly
  • Sense of urgency in driving closure around escalations and open technical issues
  • Strong personal organization skills, as well as prioritization and time management skills
  • Excellent, advanced written and verbal communication skills
  • Strong conflict resolution and negotiation skills
  • Demonstrated ability to adapt to new technologies and learn quickly
  • Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
  • Experience using Salesforce.com a plus
  • You think like the business owner and get the job done

 

What's in it for you?

  • Flexibility - we work hard when we have to. Our family and life should not suffer, though.
  • Empowerment - we value your skills and the added value you bring to the table. It is remunerated in an attractive salary package and appreciated by your amazing coworkers.
  • Fun - the team works together, hangs together, stays in for some old-school video games, eats in or out on greasy fries' Friday (no problem if you're the vegan type!). We also know when to leave each other alone when needed. Got a sense of humor? Great, we love you already!

 

Interested ? Do not hesitate to apply or to reach out via the button below.

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