Position: Customer Success Manager
Category: Other
English level: fluent
Years of experience: 3


Senior Customer Success Manager:

- Developing and implementing customer success strategies to ensure customer satisfaction and loyalty; 
- Developing and maintaining relationships with key customers; Provide onboarding and best practices sessions for the customers
- Monitoring customer feedback and developing strategies to address customer needs
- Analyzing customer data to identify trends and opportunities for improvement and partnership scaling. Unlocking unmet customer needs and providing them with timely suggestions related to their domain
- Working with cross-functional teams to ensure customer success
- Meeting the company’s OKRs and ensuring positive NRR and accounts growth
- Staying up-to-date on industry trends to share best practices with customers

Account manager:

- Supervise day-to-day operations in the customer service department;
- Maintaining positive relationships with clients;
- Developing ways for support processes automatization;
- Managing a team of 50+ agents L1 and L2
- Analyzing business processes and preparing business process descriptions;
- Composing and preparing of KPI's and SLA's, ensuring that KPI's and SLA's are met and are relevant to the current workload/release;
- Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently;
- Assessing client feedback and using creativity to establish, improve, and refine services;
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis;
- Assess service statistics and prepare detailed reports;

Customer Support Representative (German/English):

- maintaining customer accounts by recording account information;
- resolving product or service problems by clarifying the customer's complaint; determining the causer of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- maintaining financial accounts by processing customer adjustments