Customer Success Manager

●

1 year ago

Basic Information

e-satisfaction.com is the dominant Enterprise Feedback Management Software in Greece, that captures the Voice of Customers. Our platform gathers and translates customer feedback into actionable insights to improve customer satisfaction, loyalty, and overall business performance.

As a true Scale Up company in growth, we are seeking a Customer Success Manager to help our clients successfully adopt & utilize our products throughout their lifecycle.

As Customer Success Manager, you will be a pivotal member of e-satisfaction, since you will drive customer success by leading clients through their lifecycle stages, such as onboarding, configuration, and solution design, while ensuring the effective adoption of e-satisfaction’s platform and data products. In this role, you’ll be responsible for aligning our capabilities with clients’ CX goals, delivering insightful training and implementation support, and acting as a trusted advisor throughout the client lifecycle. With a strong focus on relationship management, project success, and continuous improvement, the Customer Success Manager will play a crucial role in enhancing client experiences, optimizing platform utilization, identifying growth opportunities and fostering long-term loyalty.

Responsibilities

Customer Onboarding and Implementation

Guide customers through platform setup, configuration, and tailored success plans to meet business goals.
Collaborate with Product and Data teams to manage integrations, resolve technical issues, and deliver insightful reports.
Conduct stakeholder-specific training to maximize platform use.
Manage multiple onboarding projects to ensure timely completion and value delivery.

Client Engagement and Enablement

Align customer requirements with e-Satisfaction solutions to meet business goals.
Build strong relationships with stakeholders, understanding their needs and success metrics.
Conduct regular check-ins to evaluate satisfaction and ensure excellent service.
Serve as the primary contact, providing timely, accurate support.
Report on key metrics like NPS, CSAT, and retention to inform leadership on customer success.

Platform Adoption and Product Education

Act as the product-focused contact, providing technical guidance and proactive support.
Monitor usage, engagement, and satisfaction to identify risks and opportunities, addressing issues before they escalate.
Collaborate with Commercial and Product teams to resolve customer concerns and ensure loyalty.
Conduct training sessions for clients and teams to maximize platform use and adoption.
Educate customers on new features, updates, and best practices to achieve business goals.

Customer Success Planning

Create tailored success plans with objectives, milestones, and metrics to track adoption and ROI.
Review and adjust plans regularly with customers to ensure progress and demonstrate outcomes.
Drive timely project completion, meeting deadlines and SLAs.
Maintain detailed project documentation for successful implementations.
Collaborate with internal teams to align client expectations with achievable results.
Deliver tailored workshops and webinars to enhance engagement and platform utilization.

Strategic Collaboration and Insight Generation

Analyze customer data to identify trends, opportunities, and inform strategic decisions.
Create and present reports/dashboards showcasing customer health and ROI insights.
Collaborate with Sales, Marketing, and Product on retention strategies and commercial activities to highlight platform value.
Identify upsell and cross-sell opportunities to drive business growth within accounts.
Engage with customers to ensure high retention, addressing dissatisfaction early to prevent churn.
Support proof of concepts and pilots for key clients to ensure solution adoption.

Customer Advocacy and Industry Knowledge

Develop expertise in platform capabilities, use cases, and operational processes.
Stay updated on market trends and best practices in customer experience and feedback automation.
Act as a customer advocate, relaying feedback and requests to internal teams to improve client experience.
Standardize processes for feedback collection, onboarding, and training.
Contribute to product roadmap planning by aligning enhancements with customer needs.
Help create customer success stories and case studies to highlight solution impact and achievements.

Support, Documentation, and Knowledge Management

Collaborate with product teams to create and maintain educational content (guides, FAQs, tutorials).
Manage and prioritize support requests, ensuring timely resolutions.
Work with teams to troubleshoot issues while adhering to SLAs and quality standards.
Track support metrics to identify trends and recommend process improvements.
Continuously enhance customer experience and onboarding processes.

Requirements

Client Relations

Communication Skills

CRM

Customer Needs Analysis

Organizational Skills

2-3 years of experience in a client facing role preferably in a SaaS, e-commerce, or enterprise environment involved in account management, customer success/support or onboarding.
Bachelor's degree in communications, business, marketing or related fields.
Fluent in Greek AND English.
Industry knowledge or experience within Software SaaS, e-commerce, banking or finance such as a software vendor or implementation partner.
The ability to comprehend highly configurable software and determine how it should be customized for varying businesses.
Familiarity with Slack, Google Suite, Clickup, Jira or other project management tools.
Familiarity or experience with some form of CRM software (HubSpot, Salesforce, Microsoft Dynamics, etc.)

Benefits

Competitive salary.
Hybrid work model with the flexibility to work remotely.
Unlimited access to Udemy Business courses for ongoing learning.
Opportunity to work in a Scale Up company & a dynamic environment.
Home office setup & equipment.

Good to have

Good to have technical aptitude, including general knowledge and familiarity pertaining to web services, programming languages and/ or integrations technologies (JSON, APIs).

Customer Success Manager

Basic Information

Responsibilities

Requirements

Benefits

Good to have

About the company

About the company

Customer Success Manager

Basic Information

Responsibilities

Requirements

Benefits

Good to have

About the company

About the company

No longer accepting applications