Junior Customer Success Manager
Feedbackly is now looking for a hard-working and motivated Junior Customer Success Manager to join our growing team. Please note that these particular roles require fluent Finnish in spoken and written language.
Job description
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. We are now looking for a hard-working Junior Customer Success Manager to help increase the benefit our customers gain from using Feedbackly.
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 account. 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 at our HQ in Helsinki, Finland. Please note that these particular roles require fluent Finnish in spoken and written language. If you enjoy interacting with customers and helping them solve their issues while exceeding their expectations, we are looking for you!
What we and our customers think would help 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
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 can 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 hope you would be doing after 6-9 months 💪
- Become a Feedbackly product expert; understand all of Feedbackly’s feature set and value proposition
- Provide one-to-one and group product training to new Feedbackly accounts and existing paying customers to increase product engagement, retention, and customer lifetime value
- Plan and execute the Feedbackly Customer Success Program
- Make data-driven decisions based on Customer Health Scores
- Work closely with the sales team on new and existing cases in your market
- Identify and execute upsell and cross-sell opportunities within your named customers
- Assist in customer support through phone, email, live chat, webinar, and forums in your time zone when required
- Propose ways to iterate on the Customer Success Program strategy through trials and data analysis together with your Customer Success colleagues
- Identify, propose, and initiate projects that can help our customers be more successful
- Communicate with our Product Development team about customer product requests and general feedback
- Work closely with Product Marketing to generate value-adding content for our customers
What we would appreciate you to have 🙏
- Experience in Customer Experience, Customer Support or Sales is considered a big advantage
- Experience in B2B SaaS enterprise account management 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 at 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 serving the CX megatrend on the market as well. The person joining our team will have an integral role in shaping our product development process and cross-team collaboration model in a product-led growth strategy, and we are hiring this person for the long haul to come in and make a difference with a development path to a 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 members as soon as he/she/they are found, so hurry up and apply. Can’t wait to meet you!
Interested in joining a growing team and building an awesome product used by tens of thousands of consumers every day? Apply for the position today and let’s continue talking.
Have questions? We love questions! Just write us at hello@feedbackly.com
Please apply here as quickly as possible, the position is filled right as we find a good candidate: https://www.feedbackly.com/apply/
About Feedbackly
Feedbackly has operations on a global level (Thus this part is in English!) – having operations in Mexico and Australia in addition to our HQ in Helsinki, Finland, hence your workday will never be boring!
Our company is a team where we want to see people grow! This also supports our ideology of every worker as an entrepreneur as we are very close to the entrepreneurs and founders of the company. When you start to work with us, you will have a second family as it is our value to keep our people in love with what they do.
There is always free coffee, beer, and snacks at our office at Kamppi, Helsinki. Flexibility in hours and remote work days for on-premise workers is naturally guaranteed.
Want to know more about Feedbackly?
Check out our video!
Ready to grow with Feedbackly?
Don’t hesitate to get in touch and apply!
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