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Customer Success Manager
hace 2 semanas
ForceManager is the **sales CRM** for teams that are constantly on the** move**: they work with face-to-face sales (either with physical visits or video-visit) and report their sales activities from the **road**, in the **office** or at **home**. What makes ForceManager successful is that it makes life much easier for sales managers and sales reps. It is intuitive and easy to use; geolocation and Artificial Intelligence is integrated in the solution; and it generates high user adoption rates. We are **headquartered** in **Barcelona**, Spain, but our team is international, and we all **work remotely**. With more than 100 employees, we can proudly say that we have more than **1**.**500 customers worldwide**.
It’s due to this strong growth at ForceManager that we require a **Customer Success Manager** to join our team in **Spain**. The mission of our Customer Success team is to **e**nsure customer loyalty, e**nhance customer adoption, **engagement** and growth**.
As a **Customer Success Manager**, you will seek to **develop a positive customer experience** and foster relationships, while supporting ForceManager’s loyalty. You will work alongside upper management to ensure customer projects’ onboarding and promote retention of customers and overall positive experience with the company. Additionally, you will use your technical side of projects and will offer insight and tips on how to use features and troubleshoot.
Your mission will be to drive revenues by creating and maximizing customer value, focusing on long-term relationship.
**Your functions will be**:
- Act as **a **t**rusted **a**dvisor to our **SMB **customers**, helping them to achieve **business value and ROI** from their investment in ForceManager.
- Understand customer use cases, objectives and growth potential to correctly guide them through their experience with our solution.
- Ensure **customer successful implementation and adoption** based on each customer’s use case and needs.
- Identify any internal or external **risks** that could impact in the implementation or adoption of our products and services to address them with planification.
- Monitor **customer usage data**, health indicators, **renewal dates** and **growth opportunities** and translate into strategies for success.
- Identify growth opportunities to **ensure expansion** within your segment.
- Be the **voice of the customer**: to gather customer feedback regarding possible bugs, improvements and new features, passing it along to the Product team.
- Work together with the Sales team and other departments to **maximize value for customers**, as well as **upsell and cross-sell** opportunities.
**What we need from you**:
- Bachelor’s or Master’s degree
- 1-3 years experience as a Customer Success Manager or Account Manager in a B2B SaaS, managing low tier accounts.
- Strong focus and experience in renewals and improving adoption of SaaS tools
- Previous experience in upselling and cross-selling will be a plus.
- Be a positive force that communicates with a personal and confident voice.
- Experience in working with a CRM and/or CSM software (Salesforce, Hubspot, Totango, Gainsight, etc).
- Technical understanding of SaaS concepts will be a plus
- Completely fluent in English and Spanish is mandatory. Other European languages will be highly valued (French, Italian and German).
- Be a critical thinker and have a keen eye for troubleshooting.
- Believe in doing the right thing (and doing it right).
- Be a team player and always show empathy.
- Ability to work remotely and within a decentralized team.
- Be willing to have fun and help ForceManager reach its ambitious goals
- Honest, reliable, hard-working and you have a **growth mindset**.
- Technically savvy: you know the ins and outs of all digital tools you use, and you quickly understand and become an expert on any new tools you need to use.
- Very well organized: you are able to prioritize, you keep yourself focused, and you always pay attention to detail.
- You like experimentation, and you are always looking for better ways to get things done.
- A good team player, resolutive and proactive. You don’t need hand-holding to get things done.
- A strong executioner, and someone who understands and agrees with the quote: “Plans are useless, but planning is indispensable” (by Dwight D. Eisenhower).
- You are motivated by challenges, and you don’t get easily overwhelmed when there are lots of things to do.
- Smart and fast-learner, but humble enough to give and accept constructive feedback.
- Passionate about the **continuous** **improvement** of processes, as well as excellence-oriented.
**We offer**:
- Work from anywhere Remote first working policy.
- Permanent contract (Spanish Labor) and an attractive professional career based on your professional experience and potential.
- People and user-centric environment. #Ourusersarefirst
- Remote working compensation
- Free Friday afternoon
- 23 days of Holidays pe
