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Customer Success Manager

02 september 2020

Beschrijving

Why Join Sparkcentral?

We all know that excellent customer service keeps customers coming back for more. At Sparkcentral, we really get that, and therefore our small company works with some of the most amazing brands out there, (Netflix, Emirates, citizenM, Careem, etc.) to help deliver quick and efficient customer engagement.

Sparkcentral has quickly become an industry thought-leader that is changing the way enterprises help and engage customers. Our goal is to inspire and enable amazing customer experiences, and we’re doing this by completely re-imagining what enterprise customer service software should look like.

You will be joining a group of extraordinarily talented people who are dedicated, hardworking, and passionate about customer care. We work at an incredible pace, but also have fun while doing it. We want to add you to our team so you can grow with us and bring new ideas to the table. We need you to bring your skills and insight to the table and work with us to help make our product better. In other words, we hire people who have tremendous drive, organization, and, above all, passion. Sound like you? Let’s talk.

About this Role:
As a customer success manager with Sparkcentral, you will act as the primary point of contact for our customers as they drive their social customer experience initiatives. You will establish trust and create a consultative relationship with key project stakeholders to understand their business drivers, identify key performance goals, and structure relevant reporting and analysis to measure progress.

You will work for well-known brands across Europe. You will travel frequently to visit our customers. With your strong project management skills and experience working in complex environments, you will deliver Sparkcentral solutions within agreed time and budget and keep customers satisfied.

Responsibilities:
Provide strategic and tactical leadership across pre-deployment, deployment and ongoing customer relationships
Refine and optimize the Sparkcentral implementation process for large enterprise customers
Conduct scoping and provide estimates and resource requirements on new projects
Drive kickoff on deployment process and methodology with customers
Conduct regular project meetings as determined by a plan with customers for projects
Lead and conduct regularly scheduled, monthly and quarterly performance reviews
Serve as the escalation point for any items within the account
Proactively provide thought leadership and ideas/recommendations in support of customer initiatives and goals
Support the contract and renewals process

Domein

Andere

Ervaringsniveau

3-5 jaar

Locatie

Deze job kan op afstand uitgevoerd worden (bv. Thuiswerk,…)

Vaardigheden

3+ years in a customer facing, Customer Success Management or Project Management role for enterprise SAAS solutions
Demonstrated leadership with strong negotiation and conflict resolution skills
Strong Analytical and problem-solving skills
Outstanding interpersonal and relationship building skills conducive to team collaboration and success
Well spoken, articulate and capable with business and technical writing & presentations in Dutch and English; French and/or German is an asset
Ability to apply data visualization concepts to simply convey complex information; to tell a story using the data
Strong understanding of the technology stack within B2C enterprise software models
Passion for great customer experience, both what you do and what you influence

Ons aanbod

Competitive salary + equity
Option to work remotely when necessary
Our fancy espresso machine (aka Optimus Grind) to keep you going throughout the day
Powerful Apple products
Google apps, Drive, Slack, Mac everything

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