Europe, Middle East and AfricaSalary: EUR 55,000 (Plus 5k bonus)Europe, Middle East and Africa

Europe, Middle East and AfricaWork Schedule: TBA (US Time Zone, Monday-Friday)Europe, Middle East and Africa

Europe, Middle East and AfricaWork Set Up: RemoteEurope, Middle East and Africa

Europe, Middle East and AfricaType of Contract: Full TimeEurope, Middle East and Africa

Europe, Middle East and AfricaJob Summary: SupportNinja is seeking a Customer Success Manager to join our growing Customer Success Team. This candidate will be an experienced professional with expertise in building client relationships, servicing and selling to customers with the ability to establish the new, foster the old, and handle the unique.Europe, Middle East and Africa

Europe, Middle East and AfricaThe ideal candidate is one who has experience with BPO industry, passionate about solving customer needs, simple and effective communications skills via phone and email, and able to set customer expectations which help set the mood for customer retention and is also adept at spotting churn risk and mitigating against this.Europe, Middle East and Africa

Europe, Middle East and AfricaThis position will support a customer base primarily of smaller accounts and this role is to ensure we retain and grow these customers. A key part of this role will be to identify and mitigate against early churn risks.Europe, Middle East and Africa

Europe, Middle East and AfricaWhat does a day in the life of a Customer Success Manager look like?Europe, Middle East and Africa

• Europe, Middle East and AfricaBe the primary point of contact for your clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewalEurope, Middle East and Africa
• Europe, Middle East and AfricaAssist new customers in effectively onboarding and providing training to the customer on the platform and Establish clear client retention goals with each customerEurope, Middle East and Africa
• Europe, Middle East and AfricaPromote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using SupportNinja solutionsEurope, Middle East and Africa
• Europe, Middle East and AfricaEnsure customers are supported to achieve the organization’s objectives throughout their customer journeyEurope, Middle East and Africa
• Europe, Middle East and AfricaConsistently and at every opportunity promote the value of the SupportNinja offering to our customersEurope, Middle East and Africa
• Europe, Middle East and AfricaProvide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goalsEurope, Middle East and Africa
• Europe, Middle East and AfricaDevelop and nurture strong partnerships with customersEurope, Middle East and Africa
• Europe, Middle East and AfricaA large focus of this role will be to retain and grow this book of business.
• Europe, Middle East and AfricaSuccessfully mine this account base for opportunities to grow and expand their revenueEurope, Middle East and Africa
• Europe, Middle East and AfricaConduct trainings and outreach activities to engage and educate customersEurope, Middle East and Africa
• Europe, Middle East and AfricaAssist and resolve escalated chat support tickets and emails and always seek to improve our customer’s experience with SupportNinjaEurope, Middle East and Africa
• Europe, Middle East and AfricaConduct annual reviews and manage account renewalsEurope, Middle East and Africa
• Europe, Middle East and AfricaMeets or exceeds performance targets for related KPI’s
• Europe, Middle East and AfricaContinuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modulesEurope, Middle East and Africa
• Europe, Middle East and AfricaCollaborates with other departments as needed to resolve customer issuesEurope, Middle East and Africa
• Europe, Middle East and AfricaMaintains a positive, empathetic, and professional attitude toward customers and colleagues at all timesEurope, Middle East and Africa
• Europe, Middle East and AfricaUtilized CRM to keep track of key account data, opportunities, logging calls and relevant notesEurope, Middle East and Africa
• Europe, Middle East and AfricaPerforms other duties as assignedEurope, Middle East and Africa
  
  
  

Europe, Middle East and AfricaWhat are the required qualifications of a Customer Success Manager?Europe, Middle East and Africa

• Europe, Middle East and AfricaAt least 3 years experience in a customer success or account management roleEurope, Middle East and Africa
• Europe, Middle East and AfricaExceptional ability to communicate and foster positive business relationshipsEurope, Middle East and Africa
• Europe, Middle East and AfricaPrevious customer service experience and/or Previous Account Management Experience/ Sales experienceEurope, Middle East and Africa
• Europe, Middle East and AfricaStrong communication skills, both verbal and writtenEurope, Middle East and Africa
• Europe, Middle East and AfricaStrong attention to detail, critical thinking and problem-solving skillsEurope, Middle East and Africa
• Europe, Middle East and AfricaDemonstrated experience in growing revenue in your previous roleEurope, Middle East and Africa
  

Europe, Middle East and Africa