Position: Customer Success Manager
Company: IDR
Category: Support
Experience required: 1y
English level: fluent
Published: 2022-06-01T00:00:00+03:00

**What You’ll Do:**
• Develop an extensive working knowledge of our software, a leading cloud-based process audit platform and their product suites.
• Become a trusted advisor and advocate for our customers, identifying opportunities to grow the our footprint within their organizations
• Understand the customer’s definition of success and partner with them throughout the customer journey to make them successful from initial implementation to ongoing renewals
• Deliver web-based software training to new and existing customers
• Drive adoption, retention, and advocacy of our Company, understanding key metrics such as engagement and churn to contribute to our continued rapid growth
• Represent the voice of the customer and facilitate problem-solving with the product teams to bring innovative ideas and customer requests that drive the product forward
• Develop a training curriculum and processes for new and existing customers both at the on-boarding phase and beyond, to ensure continuous product adoption and customer satisfaction
• Advocate for the customer’s needs cross-departmentally, partnering closely with product teams based in the US and Europe
• Provide insights to customers that ensure they get the most out of the platform whether that be sharing engagement metrics or introducing the latest features and best practices.
• Encourage customer participation in our communities, the use of available online resources, monthly customer events, and involvement in our annual User Summit
• Partner with stakeholders (Sales, Support, Marketing, Product) to deliver on a seamless customer experience
• Participate with the development team in testing new releases of the product and provide critical product feedback
• Provide a level of service that inspires our customers to champion us to other potential customers
• Stay in touch with existing client base by developing and maintaining reach out programs such as Check-Ins, Quarterly Business Reviews, and supporting the renewal process

**Required Qualifications and Skills:**
• Associates Degree or equivalent work experience is required
• Passionate about delivering a great experience to customers
• Experienced in establishing replicable processes for the on-boarding and training of customers at scale as well as developing processes to ensure that customers are deriving the maximum benefit from the product and remain enthusiastic users of the product
• At least 2 years of experience delivering web-based (B2B software) training
• Ability to communicate professionally by phone and email
• Ability to cultivate positive working relationships with customers and co-workers
• Ability to effectively communicate technical information in non-technical terms
• Highly organized and able to maintain customer data and schedules
• Experience and troubleshooting skills using web presentation products such as Zoom, WebEx, Microsoft Teams, or GoToMeeting
• Strong knowledge and experience using Chrome and other web-based applications
• Strong knowledge and experience using Microsoft Office products – Word, Excel, Outlook, PowerPoint
**• Fluent in English is required
• In addition, fluency in one or more of the following languages preferred- German, French, Spanish**


**What we offer:**
• Great office location 3 minutes from Pecherska metro station and great office conditions;
• Flexible working hours;
• Comfortable working place;
• Medical insurance after the trial period ending;
• Team-building activities;
• Possibility of business trips to the US;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.