Customer Succes Manager

il y a 2 semaines

Antwerpen, Belgique DESelect Temps plein

We are looking for a Customer Success Manager to join our company in EMEA. To succeed in this role, your main KPI is to make sure customers are successful with our SaaS solution, which translates into upsells and mínimal churn.

**Your responsibilities**
- Onboarding new customers
- Maintaining the customer support portal
- Collaborating with the product team
- Have quarterly success calls with each customer
- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
- Create customer success stories
- Work to mitigate churn
- Manage NPS surveys and follow-up on engagement metrics to identify customers-at-risk
- Make sure customers understand and use the available features so they get the maximum value out of the product.
- Manage cases logged in the support software (Zendesk)

**Requirements**:

- Basic understanding of SQL
- Analytical; understand data models and analyze complex customer needs and SQL queries
- Listening
- Customer-focused, willing to help people
- Strong English skills, both written and spoken
- A high level of accuracy and attention to detail
- Excellent communication and interpersonal skills
- Flexible, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic, and with a “can do” attitude
- Comfort in a startup environment; we move quickly and wear many hats in a dynamic environment

**Required experience**:

- 2+ years of experience in a customer-facing role, as either a Customer Success or Account Manager (in a SaaS or software company preferably)
- Management consulting role (preferably as a Marketing Cloud consultant)
- Proven track record of working in a customer-facing role working with enterprise and corporate clients. Experience working with, and managing, stakeholders and customers.
- A thorough understanding of Salesforce Marketing Cloud would be a big plus. This knowledge could have been achieved by using the platform as a user, or as a consultant.

**Benefits**

DESelect is the marketing data enabler for Salesforce AppExchange. Our solutions allow marketers to segment, search and connect their Salesforce Marketing Cloud data with ease.

We bootstrapped to $1.3M ARR in less than 2 years, raised $5.5M right after in October 2021 with VC Adjacent as the lead investor, and then blasted on. Our advisory board consists of successful founders and senior execs - 3 unicorns amongst them.

Ready to join the rocket ship?

**EEO Statement**

Integrated with our core principles is DESelect's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. DESelect is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at DESelect has an ongoing responsibility to respect and support a globally diverse environment.

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