Customer Success Representative

Romania
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Customer Success

We firmly believe that both our talent and our clients can accomplish just about anything together with transparency and coordination. There is no project too small for our undivided attention. Any customer is just as important to us, and we rely on a climate of trust, always improving on the client experience side.
Through the years, we have learned to nurture our teams and to pay close attention to the very specific needs of our every customer. The Customer Success Rep’s role is to oversee every part of the process, from scalable frameworks and tools that allow us to deliver on time, to understand the workflow from within and to constantly look for strategic insights to help us improve.

Job Description

Key objectives

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, brief training, team integration, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our services
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Communicate effectively with both internal and external delivery teams and senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed

 

What you’ll do

  • Develop a healthy customer relationship
  • Educate Customers on other skills and services our company offers
  • Evaluate and Analyze Customer Needs
  • Onboarding of new customers
  • Act as a Customer Advocate
  • Promote Customer Loyalty
  • Serve as a day-to-day contact for assigned customers and teams, building trust and rapport while identifying areas of opportunity
  • Highlight best practices, and documenting them
  • Review the customer journey, taking a consultative approach in helping clients overcome issues and achieve goals
  • Maintain a permanent communication with internally assigned teams & team leaders, to identify needs and upsell opportunities;
  • Have a brief yet permanent overview of the internal teams’ progress; 
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
  • Collaborate, coordinate problem solving, and/or strategize upcoming client meetings with team members
  • Work with the sales and marketing team to drill customer references and develop case studies; 
  • Identify customers that do not see value and might churn, and come up with retention strategies alongside the CSM;

What we’re looking for

  • 3-5 years of experience in communications, marketing, sales, account management, customer-facing HR or customer success
  • Strong verbal and written communication, strategic planning, and project management skills in both English and Romanian
  • Experience in working with multi-divisional, multi-geographical customers
  • Analytical and process-oriented mindset
  • Flexible and an overall problem-solving 
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Minimum two years’ experience in a IT&C environment
  • Minimum of two years’ experience demonstrating the ability to positively interact with internal/external customers and establish relationships

 

Nice to Have 

  • Knowledge of any project management tools; 
  • Passion for technology and eagerness to being a part of a fast-growing outsourcing /offshoring/ nearshoring company

Benefits

Extra days off & Bi-monthly team lunch / activities

Stock options

Offers for dental and optical clinics & health subscription & sports discounts

Access to learning platforms & Bookster subscription

Good coffee and snacks at the office & discounts at coffee shops nearby