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Customer Success Manager

Salary:
400-530 pln/md net+VAT
Type of employment:
B2B, UoP
Date:
2024.06.03
Location:
Warszawa
Job description

Creating an inspiring place to thrive for the talented, we use their expertise and courage to introduce the technology of the future into your business. - This is the foundation of Mindbox and the goal of our business and technology journey. We operate and develop in four areas:

🤖 Autonomous Enterprise - automation of business processes using RPA, OCR, and AI.

🌐Business Managment Systems ERP - we implement, adapt, optimize, and maintain flexible, safe, and open ERP of production and distribution companies worldwide.

🤝Talent Network - we provide access to the best specialists.

☁️ Modern Architecture - we build integrated, sustainable, and open CI / CD environments based on containers enabling safe and more frequent delivery of proven changes in the application code.

We treat technology as a tool to achieve a goal. Thanks to our consultants' reliability and proactive approach, initial projects usually become long-term cooperation. For over 16 years, it has provided various services to support clients in digital transformation.

#LI-Hybrid

 

Offer
  • We are open to the employment form according to your preferences 
  • Work with experienced and engaged team, willing to learn, share knowledge and open for growth and new ideas 
  • Hybrid working system (2x a week from the office in Warsaw)
  • Mindbox is a dynamically growing IT company, but still not a large one – everybody can have a real impact on where we are going next
  • We invest in developing skills and abilities of our employees
  • We have attractive benefits and provide all the tools required for work f.e. computer
  • Interpolska Health Care, Multisport, Warta Insurance, training platform (Sages) 
Tasks

Customer Onboarding

  • Utilize onboarding templates and checklists, making modifications based on customer needs and project scope.
  • Implement the 3 Phase Methodology for onboarding:
    • Phase 1 - Conduct pre-onboarding for key customers.
    • Phase 2 - Kick-off Onboarding: Set up, facilitate, and conduct kick-off meetings for customers.
    • Phase 3 - Continuous Follow-up: Follow up with key customers to ensure ongoing engagement and satisfaction.
  • Communicate effectively to set customer expectations and influence customer and internal teams.
  • Collect detailed customer information to personalize the experience.
  • Follow up on actions and tasks post-onboarding, connecting them to customer goals.
  • Utilize inquiry skills to understand customer business better.

Adoption and Customer Success Management

  • Develop, maintain, and track the progress of a Customer Success Plan.
  • Drive product and process adoption by understanding customer usage trends.
  • Articulate an understanding of Equinix's products (current and future) and provide customer education.
  • Collect and provide customer feedback to relevant teams to improve customer experience.
  • Proactively identify feedback trends and drive process improvements for key accounts.
  • Review product utilization and propose solutions for key customers.

Issue and Escalation Management

  • Assess issues/escalations to validate, prioritize, and address them accordingly.
  • Manage, document, and raise visibility of critical escalations.
  • Engage key stakeholders to ensure adherence to standard operating procedures and policies.
  • Identify process improvement opportunities and leverage existing processes.
  • Participate in post-mortem/root cause analysis and communicate resolution and improvement plans.

Account Management & Retention

  • Manage accounts in conjunction with sales and management, including support of order fulfillment and contractual obligations.
  • Flag churn risks and proactively engage with sales and management to raise awareness.
  • Manage delivery of regular Operational Survey Reviews for selected accounts.
  • Support resolution of follow-up actions from Customer Business Reviews (CBRs) and manage follow-up actions from Operational Business Reviews (OBRs).
  • Drive high customer satisfaction and support customer projects independently or under supervision.

Hybrid work mode: 2 days a week from the office in Warsaw and 3 days a week remote in Poland

Requirements
  • Bilingual Proficiency: Fluent in both English and German.
  • Experience in Customer Onboarding: Demonstrated experience utilizing onboarding templates and methodologies to facilitate customer onboarding processes.
  • Communication Skills: Strong ability to communicate effectively with customers and internal teams, translating internal processes and setting customer expectations.
  • Customer Relationship Management: Proven ability to collect and utilize in-depth customer information to personalize experiences and articulate customer trends.
  • Inquiry and Analytical Skills: Proficient in using inquiry skills to understand customer businesses better and apply previous information to deepen customer relationships.
  • Product Knowledge: Moderate understanding of products (current and future) and the ability to educate customers about these products.
  • Feedback Management: Experience in collecting customer feedback, identifying trends, and driving process improvements.
  • Issue and Escalation Management: Ability to assess, manage, document, and prioritize issues and escalations, engaging key stakeholders as needed.
  • Process Improvement: Identifying and leveraging process improvement opportunities.
  • Account Management: Experience in managing accounts in collaboration with sales and management, including support of order fulfillment and contractual obligations.
  • Risk Management: Ability to flag and manage potential customer churn risks.
  • Project Management: Capable of supporting and managing customer projects, both independently and under supervision.
  • Customer Advocacy: Strong customer advocacy skills and the ability to act as a customer advocate within the organization.
  • Cross-functional Collaboration: Ability to work cross-functionally, engaging internal colleagues to provide timely updates and resolutions to customers.
  • Customer Satisfaction: Proven track record of driving high customer satisfaction.

Minimal experience: 3-4 years