Junior Customer Success Manager, Finland/Nordics

Feedbackly is looking for a hard-working and motivated Junior Customer Success Manager to join our growing team in Finland. If you are ambitious to build great customer relationships, get excited about great products, love working in a startup, and want to be part of a team that creates a product that thousands of people will use – you could be our next champion!


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Job description

 

Feedbackly

Feedbackly is one of the leading SaaS solutions for omnichannel Customer Experience measurement, offering the best Emotional Experience ecosystem that provides also next-level solutions for leading growth through CX. As we build the world’s only software that turns CX into sales and customer loyalty through emotional understanding, our vision is to revolutionize customer experiences on a global level.

As we grow both within the existing customer base and new customers, we also need team members to deliver on customer expectations and help them out with their day-to-day. Our Customer Success team is primarily responsible for helping new customers get onboarded and quickly find value with their Feedbackly accounts. In addition, the Customer Success team works with existing customers to ensure they’re optimizing Feedbackly to achieve their business goals with our Customer Experience solution. We operate at a global level with team members across the world, and this person would join the team in our HQ in Helsinki, Finland. If you enjoy interacting with customers and helping them solve their issues while exceeding their expectations, we are looking for you! You can read more about Feedbackly on our careers page.

About the position

As a Junior Customer Success Manager, we will build a personal development plan together when you join the team. In the beginning, you will mostly be working with reactive customer support and documentation work while taking part in customer meetings and training sessions together with a more senior team member. You will not be expected to manage your own customers from day one, but you will provide valuable support and learn on the job what it takes to succeed in a more senior role later on in your career. From day one, you will be working with real customers and learning their needs and pain points under the guidance of a senior member. Don’t worry, they’re awesome! (the customers we mean)

What you would be doing for the first 6-9 months:

  • Serve as the first point of contact and provide high-level customer service and support for B2B customers in our different support channels (chat, email, phone)
  • Help our product development team in product testing and documentation together with the rest of the team
  • Coordinate feedback terminal tasks together with Supply Chain Manager
  • Keep our self-service support channels and documentation up to date
  • Build relationships with key customers and team members
  • Give insight to our Customer Success Managers on customer contacts and requests
  • Assist our Customer Success Managers with tasks you will be expected to take care of on your own later on
  • Learn about CX and CS theory, SaaS Solutions, and our technical environment
  • Possibility to assist our sales reps with new customer acquisition

After about 6 months, you are able to consider yourself a Feedbackly product and value proposition veteran, after which you will start managing your own portfolio of customers, both existing and new customers transitioned from our sales team. You’ll work to understand and set the customer experience goals of our customers, shepherd them through onboarding and training, and provide relevant best practices, content, and resources throughout their Feedbackly lifetime. You manage your own set of customers, minimizing churn and extending their use of Feedbackly based on the customer’s desired outcomes.

What we and our customers think would help you succeed in the role:

  • Skilled communicator – you listen more than you talk
  • Consultative spirit
  • Trustworthy
  • Adaptable personality
  • High tolerance for uncertainty and incompleteness
  • Solution-oriented 
  • Team player who is capable of independent decision making as well
  • Compassionate/ emotionally intelligent
  • Spontaneous and productive

What we would appreciate you to have:

  • 2-3 years of experience in Customer Experience, Customer Support or Sales is considered a big advantage
  • Experience in B2B SaaS business is considered an advantage
  • Experience in retail and/or eCommerce is a definite plus
  • Minimum Bachelor’s Degree in Business, Engineering, Marketing, or Management
  • Customer-centric mindset
  • Exceptional verbal and written communication skills (Finnish & English mandatory, other languages especially Nordic languages considered a plus)
  • Good presentation skills
  • Proactive leadership skills with customers
  • Desire to work in an ever-changing, experimental environment
  • Demonstrated ability to give and receive feedback and adapt quickly
  • Able to work in a multicultural environment
  • Self-learning

Why Feedbackly?

Customer Experience and high-quality feedback data will continue to be on the top of the list of companies and organizations around the world. Our internally developed KPI Emotional Value Index (EVI®) is something no one else has, so it gives us a clear-cut advantage in serving the CX megatrend on the market as well. The person joining our team will have an integral role in our global growth, and we are hiring this person for the long haul with a development path to bigger responsibilities and wider knowledge as we go along. You would also get to work with some big brands in Finland and globally, and help build a product and service that really makes a difference in the lives of people. We are a group of people learning and working together towards the same goal while having everyone benefit from the work through stock option programs and performance bonuses.

If you managed to get this far, you’re already ticking off one box – patience and stamina 🙂 If you have a couple of years of background in customer-facing roles either in sales or customer support looking to jump into something new and exciting, this could be something for you! We would like to get the process ongoing with our new team member as soon as he/she/they is found, so hurry up and apply.

Can’t wait to meet you!

 

Please apply here as quickly as possible, the position is filled right as we find a good candidate: https://www.feedbackly.com/contact/apply/

Want to know more about Feedbackly? Check out our video!

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