Senior Customer Success Manager
Feedbackly is now looking for a hard-working and motivated Senior 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 Senior 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 Senior Customer Success Manager, you’ll be responsible as the main point of contact for an allocation of new and existing customers, as transitioned by our sales team. You’ll work to understand and set the customer experience goals of our customers, shepherd them through our value-driven onboarding process and product training, and provide relevant best practices, content, and resources throughout their Feedbackly lifetime. Additionally, you’ll seek to engage a list of existing customers, aiming to strengthen relationships and show continued value from the Feedbackly product and their partnership with the company.
What you would be doing from day 1 💪
- Build trust with customers
- 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 paid customers to increase product engagement, retention, and customer lifetime value
- Plan and execute the customers’ Value-Driven Onboarding process
- Make data-driven decisions based on Customer Health Scores
- Work closely with the sales team on new and existing cases in your market
- Propose ways to iterate on the Customer Success Program and Feedbackly Health Score 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
- Mentor junior team members
What we and our customers consider important to be successful in the role 👀
You are an empathetic, strong communicator, and a process-oriented person who will help our customers learn and utilize all that Feedbackly has to offer. You’ll help drive strategy, and set the process and KPIs to make our Customer Success program more efficient and scalable as our customer base grows. You are creative about analyzing trends and optimizing business processes. We’re growing fast and constantly seeking new, creative ways of assisting customers, so you’re flexible and constantly identifying new opportunities. You don’t need to be micromanaged; outside of your clear customer conversation goals, you do exceptional work without close oversight. You are also expected to mentor your fellow teammates and serve as a voice cross-team to marketing, product development, and sales.
What we would appreciate you to have 🙏
- Previous experience in Customer Experience, Customer Satisfaction and/or Account Management, but not required as we will train you the in’s and out’s of the environment we operate in. You might have a background in Customer Support and looking to move into a more proactive role
- Minimum Bachelor’s Degree in Business, Engineering, Marketing, and Management
- A few years of working experience in customer success, account management or customer support
- Basic understanding of Customer Experience KPIs such as EVI®, NPS, CSAT, and CES
- Customer-centric mindset
- Exceptional verbal and written communication skills (Finnish&English mandatory, other languages considered a plus)
- Good presentation skills
- Analytical mindset and passion for data-driven decision making
- Empathetic and patient
- Proactive leadership skills with customers
- Desire to work in an ever-changing, experimental environment
- Demonstrated ability to give and receive feedback and adapt quickly
- Experience in B2B SaaS business is considered an advantage
- 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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