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Customer Experience Strategist
hace 2 semanas
ifeel is a pioneering solution that harnesses data to foster holistic understanding, drive human growth, and guide organisations toward cultivating a positive mental well-being culture. We make a profound impact on society through our unwavering commitment and expertise, led by exceptional professionals.
A Challenging Role to Inspire GrowthWe're seeking a talented Enterprise Customer Success Manager to empower our clients with the tools and strategies they need to achieve their business objectives. This pivotal role involves guiding clients through onboarding, ensuring consistent value realization, and shaping their success metrics.
Main Responsibilities:- Lead Enterprise Project Management: Oversee client-facing project management and implementation, ensuring seamless execution and alignment with client objectives.
- Develop Engagement Strategies: Collaborate with clients to design and implement tailored engagement strategies, particularly during pilot phases, to secure long-term partnerships.
- Consultative Recommendations: Utilize data insights to provide consultative recommendations, crafting compelling stories that demonstrate the product's value and impact on client success.
- Operational Excellence: Address client needs from an operational perspective to enhance key performance areas, driving measurable business outcomes.
- Stakeholder Communication: Serve as a liaison between clients and internal stakeholders, clearly communicating client needs to improve product development and align service expectations with platform capabilities.
- Proactive Requirement Anticipation: Identify and anticipate client requirements to ensure effective product utilization and maximize value delivery.
- Data-Driven Insights: Document and analyze client interactions and outcomes to provide actionable insights, showcasing tangible improvements and value delivered by the product aligned to client goals.
- Cross-Functional Coordination: Work closely with the clinical department to connect client needs related to employee emotional well-being with services and product features.
- Effective Communication: Deliver clear, concise, and tailored product overviews across diverse channels and audiences, managing multiple projects simultaneously.
We're looking for an exceptional candidate with:
- At least 5 years of proven experience in customer success or client-facing roles, preferably in enterprise settings.
- A strong interest in psychology and mental health, enhancing understanding of client needs.
- Experience in SaaS companies is highly desirable.
- Fluency in English and Spanish.
- Exceptional analytical and problem-solving skills.
- Strong storytelling and communication abilities to effectively convey data-driven insights.
- Experience working with cross-functional teams to drive client success.
- Demonstrated personal ownership, proactivity, and teamwork.
- Excellent time management and organizational skills to handle multiple projects concurrently.
We provide a comprehensive package, including:
- Full-time, fixed contract (Monday to Friday).
- Office located in the heart of Madrid, close to Manuel Becerra / Lista.
- Hybrid work model with flexible hours: come to the office as you'd like.
- Salary based on experience with room for negotiation.
- Flexible compensation with tax benefits through Cobee.
- Private health insurance provided by Alan.
- Full access to ifeel's psychological therapy services, including a dedicated psychologist.
- Complimentary fruit, snacks, and drinks available in the office.
- Company-sponsored team lunch every Friday.
- Be part of a dynamic and international team in an excellent work environment.
- Opportunity to make a real impact in a rapidly growing start-up with significant career growth potential.