Customer Success Manager

hace 1 semana

Barcelona, España Qualifyze GmbH A tiempo completo

**OVERVIEW OF THE ROLE**

The role of the Customer Success Manager is to build a bridge between our customers and the quality department. The person in this role will be responsible for all after-sales-related activities that include communication with the customer, with the Account Directors, and with the quality department. The objective is to provide a five-star customer service & account management experience by always following up on customer requests and clarifying all after-sales-related questions that might come up after an audit has been sold. Additional responsibilities include the presentation of Qualifyze services and benefits, building up a relationship with our customers, as well as helping with RFQs and legal (contractual) administration.

**How you will become part of our success story**:

- Increase customer satisfaction and customer retention rate
- Make sure customers come back to buy more audit reports
- Actively follow up with customers and anticipate their needs, so they never have to ask twice
- Identify and capture new opportunities for increasing the number of outsourced audits and communicate with the the Account Director
- Support the sales team by identifying valuable referrals getting contact information.

**WHAT YOU CAN EXPECT FROM US**
- Be part of a hyper-growth startup redefining how supplier qualification in pharma will be done
- Young and dynamic team who attach great importance to reliability, customer-oriented thinking, creativity, pragmatism, and open communication
- Modern co-working space in the heart of Barcelona (with the flexibility of hybrid work)
- Innovative and fast-growing company, strong emphasis on a positive intercultural environment and diversity culture
- International working environment characterized by flat hierarchies, a great company spirit and an open feedback culture
- Steep learning curve that is supported by excellent professional development opportunities
- Employee Benefits (Flexible working hours and home office, Regular company events, Training and mentoring, Travel stipend, Additional equipment)

**WHAT DO WE EXPECT FROM YOU**
- Proven Customer Support experience or experience as a Customer Service Representative in B2B of ideally 2 years
- Proficiency with Hubspot or other CRM software- Eager to come up with new ideas and pivot when something is not working
- You have graduated from a university with a bachelor’s degree
- You are a fully fluent in Spanish, Portuguese and English, other languages (particularly Italian) are a strong plus
- Excellent written Spanish, Portuguese and English.
- You place a high value on customer-centricity and follow a client-first mentality
- You exhibit a highly organized and dedicated working approach keeping track of all leads and thoroughly manage follow-ups
- You enjoy working as part of a team while feeling empowered to solve problems with minimum supervision.
- You are empowered to communicate with people in higher positions

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