Работа в России, вакансия - Customer Success Manager (at SplitMetrics) • Минск - id303 (вакансия в архиве)

At Splitmetrics, the customer success pro understands customer outcomes through ongoing collection and analysis of data and feedback, contributes into onboarding and retention strategies as well as feeds into the product road map. You’ll be involved in all aspects of support, account management, and success strategy planning demonstrating the product, educating customers and diving deep into their strategy-based needs.

What you will do:

• Understand customer outcomes by communicating with customers, analyse accounts health metrics, run NPS and gather other feedback via Intercom, calls and emails

• Represent the voice of the customer to provide input into every core product, marketing and sales process

• Drive retention (renewals) and growth (account expansion) among our customers by understanding their business needs and helping them succeed

• Collaborate closely with Sales to support pilot customers during the trial

• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support

• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers

• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

• Being the main point of contact between the company and a number of named enterprise accounts

What we’re looking for:

• 2+ years customer success or account management experience in a SaaS or software company

• Proven track record of working in a customer facing role

• Experience of working with Analytics platforms, experience with Intercom useful but not essential

• Have, or be willing to learn, basic technical skills to confidently discuss technical terms with customers

• Upper-Intermediate level of English

• Mobile industry experience is a plus

Skills and Qualifications:

• Educated to degree level preferred but not essential

• Experience working with, and managing, stakeholders and customers

• A high level of accuracy and attention to detail is required

• Excellent communication and interpersonal skills

• Excellent Analytical skills

• Flexible approach, able to operate effectively with uncertainty and change

• Driven, self-motivated, enthusiastic and with a “can do” attitude.