Customer Success Manager, Madrid

hace 3 meses

Madrid, España LeadDesk A tiempo completo

**Ready to make an impact on our company's growth and our customers' success?**

It also means we need your help and can't wait to welcome the new Spanish speaking **Customer Success Manager** to our team.

**What's in it for you**
- Role with an immediate impact on our company's growth and customer satisfaction ratings.
- Compensation model that includes a base salary and a portfolio bonus. You'll get more details in an intro call with Laura from the Talent team.
- Publicly listed company with an international community of forward-thinking colleagues. Fact: LeadDesk currently employs 25 nationalities in 8 countries.
- Opportunity for continuous professional growth in an action-packed and supportive environment.

**What success looks like in this role**
- You act as a trusted advisor for your customer base. As someone who nurtures and develops relationships with your clients, you know them like the palm of your hand.
- You ensure your customers succeed by making the most of our product. You keep your finger on their pulse by understanding their needs and identifying new service offerings.
- You're the connecting link between your customers and your LeadDesk colleagues (e.g., developers and customer care support).
- **Customer Retention**: You consistently maintain a low customer churn rate by proactively identifying potential issues or concerns before they escalate. Customer retention reflects your ability to keep clients satisfied and engaged with your company's offerings.
- ** Negotiation**: Your negotiation skills are honed to a point where you can not only retain customers effectively but also secure their continued commitment. You excel at highlighting the distinct value we offer in comparison to competing alternatives.
- ** Value Proposition**:You are adept at articulating and demonstrating the unique value that your company's products or services bring to the table.
- ** Project Management**: Technical integration projects under your leadership consistently run smoothly. You collaborate seamlessly with technical teams, ensuring all aspects of the project align with customer expectations and result in successful outcomes.
- ** Customer Feedback**: Your ability to gather, analyse, and act upon customer feedback has a direct impact on product/service improvements. Your recommendations are data-driven and result in tangible enhancements that resonate with customers, solidifying their loyalty.
- ** Relationship Building**:You're the connecting link between your customers and your LeadDesk colleagues (e.g., developers and customer care specialists). These relationships are built on trust, open communication, and a genuine interest in your customers' success.

**What you can expect as our Customer Success Manager at LeadDesk**
- You'll develop in-depth technical knowledge of LeadDesk's product.
- You'll be delivering smooth and successful onboarding for your customers.
- You'll be consulting them on the best practices for our product.
- You'll be offering additional services to improve customer experience (e.g., developers' time).
- You'll be communicating customer feedback to the relevant LeadDesk teams.

**This is where the match happens**

Must-haves
- Background in **at least one of the following** areas: Sales, Customer Success, IT support, Project Management
- Sales Mindset: Proven ability to approach customer interactions with a sales-oriented mindset, emphasizing the value our company provides.
- Customer-centric way of working. Your clients' success is your success.
- Resilient, active and confident personality with a dose of honest positivity. You don't avoid difficult conversations yet know how to remain upbeat.
- Team Player: Collaborative and able to work effectively within a cross-functional team environment.
- Ability to make a great first impression and swiftly win your customers' trust.
- Top-notch communication and problem-solving skills.
- Negotiation Skills: Strong negotiation skills with
- ** Fluency in Spanish** (this is the language for most customer communication) and **English **(this is our internal language).
- Willingness to travel for customer meetings as needed

Nice-to-haves
- It's a bonus if you already have a track record of successfully resolving customer concerns and retaining their business.
- Industry Knowledge: Familiarity with the CCaaS industry and the competitive landscape is a plus.
- Project Management: project management skills with the ability to coordinate and lead integration projects.
- Technical understanding and interest towards tech. For example, integration to CRMs, databases, etc.
- Ability to explain a concept in various levels of difficulty.
- Previous experience in working as a part of a cross-functional team.
- Bachelor's degree. Love for pizza and dinner nights with your team members.
- **Practicalities**
- Start date: October - November 2024 (the sooner the better)
- Working hours: Full-time
- Employment period: Permanent

**What's next**

LeadDesk

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