Position: Customer Success Manager
Company: A-HR
Experience required: 1y
Category: Support
English level: fluent
Published: 2022-02-01T00:00:00+02:00

Using a variety of **innovative approaches** — including advanced machine learning and deep learning — they consistently break new ground in natural language processing (NLP) research to deliver unrivaled assistance in our product offerings.
The main mision is to make life better by improving communication.

To achieve their ambitious goals, they’re looking for a Customer Success Manager to join our Customer Success team. This is a unique opportunity to be part of building an unprecedented sales motion. You will be a founding member of the team, evolving our new commercial sales motion using creative plays and tapping into our user base.

**Your influence:**
Customer Success Managers will play an important role in driving the company's product to businesses around the world. You will be a founding member of the Customer Success team, creating a next generation customer success movement that combines the best of proven approaches with rule-breaking ways to create an end-to-end approach that maximises product value for customers. 

**You will have the ability to:**
- Successfully engage users by educating them on the tools available, identifying how to help them solve their problems, and creating a plan based on their goals.
- Conduct regular account reviews, sharing metrics and information to ensure customers are getting the most out of it.  
- Create and manage feedback, gathering useful information to be used in developing the product roadmap. 
- Ensure high levels of customer satisfaction and NPS.
- Contribute to content and process improvements throughout the customer lifecycle to continuously improve the customer experience.

**We are looking for someone who:**
- Embody our **EAGER** values - ethical, adaptable, courageous, empathetic and remarkable.
- Builds strong relationships with people, understands their needs and goals, finds creative solutions and manages actions to completion.
- Seeks causes and reasons. Has the ability to synthesise quantitative and qualitative data, make data-driven decisions and use (sometimes incomplete) data to identify gaps and opportunities.
- Has a proven track record of working with very high levels of customer satisfaction. 
- Actively advocates for customers, working cross-functionally with management leaders, engineers, marketers and other professionals to delight customers and help them achieve their business goals, while being sensitive to the processes and priorities of other teams.
- Tirelessly sets aggressive short and long term goals and has a strong internal drive to achieve them.
- Identifies ways to create new leads and other sales opportunities within existing accounts. Experienced in working with a variety of stakeholders, from large company executives to end-users.
- Actively participates in "voice of the customer" initiatives, provides customer feedback to other teams, assists in prioritising and follows through on problem resolution.
- Uses systems (e.g. CRM) to track all customer-related activities and outcomes, manage processes and forecast revenue.
- Works to realise business value and expand customer relationships through a thorough knowledge of customer needs, rather than a list of functions. 
- Has a general understanding of business subscription models including freemium, free trial, account expansion and upsell.

**Support for you, professionally and personally: **
**Professional growth: **We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and regular feedback.
**A connected team:** Company builds a product that helps people connect, and we apply this mindset to our own team. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
**Comprehensive benefits:** Company offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, and more.