Customer Success Manager
We are looking for a Customer Success Manager to join our team. A crucial requirement for this position is to be in tune with customers needs and challenges and assign them the highest priority. The ultimate goal is to sustain a company's profitability and growth by providing top customer experience and making it easy for the customer to take maximum advantage of the product or service they have purchased.
On this position you will focus on proactively building long term, quality relationship with our clients and support the development of our products and services.
As a member of our board of managers you will work closely with our CEO and manage the Customer Care department to ensure the best possible complete client experience.
The role is cross-functional: it will require you to work closely with the marketing and sales department and the ability to communicate complex ideas and strategies in a comprehensive manner to ensure smooth implementation across the company.
Improving customer service experience, creating engaged customers and facilitating organic growth
Proactive approach and leadership leading to building a customer-centric culture at Revolgy
Taking ownership of customers issues and following problems through to resolution
Customer journey mapping
Setting a clear mission and deploying strategies focused towards that mission
Analysing statistics and compiling accurate reports
Developing strategies for improvement.
Developing service procedures, policies and standards that will improve the complete customer experience: on-boarding; on-going support, consultative calls, customer outreach, account support and more.
Keeping accurate records and document customer service actions and discussions
Keeping ahead of industry’s developments and applying best practices to areas of improvement
Controlling resources and utilising assets to achieve qualitative and quantitative targets
What we expect from you:
Proven working experience as a customer service manager
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
BS degree in Business Administration or related field
Ability to deliver even the most complex message in a simple and clear manner across different departments
A pleasant, casual work environment in Prague city centre
People who have something to say, who are fun, and who are constantly learning from themselves and others.
A mix of nerds, salespeople, creatives and regular folks who all work together as a team.
Open communication in which you can say what you think – you can disagree, but you are expected to come up with new solutions and ideas.
Collaboration on interesting projects with modern technologies and people who want to push the world forward.
International clients from various cultural backgrounds, but with one thing in common: they expect the best from us.
The opportunity to work from anywhere – home office or our office – whichever is best for the clients.
And of course, those “bare necessities” such as unlimited coffee and company Uber account.