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Visual commerce & marketing platform

Customer Success Executive

€20k – €24k
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We are looking for a Customer Success Executive that will be in charge of onboarding new customers, training them on how to use our platform, support them to maximise the use of the platform and to achieve their goals. Up-selling new features, being on top of performance, retention are also key requirements for this role.

You will also be responsible for finding new ways to improve the Customer Success department such as executing customers behaviour analysis, performing online interviews and maintaining Photoslurp's Help Centre.


As a Customer Success Executive you will:

- Help strengthen Photoslurp renowned CS support by providing exceptional and timely customer service.
- Own the ultimate success of Photoslurp customers, including customer onboarding, product adoption, product satisfaction, renewal and expansion.
- Ensure that customers obtain maximum value from their investment by fully leveraging our knowledge and experience with their subscription and services.
- Develop and expand the depth and breadth of the client relationships enabling a strategic value added solutions-based relationship.
- Manage the onboarding of new customers: Orchestrate onboarding program through certain activities, such as initial orientation and discovering business objectives, and working cross-functionally to proactively manage each customer's successful deployment
- Build a regular cadence with customers to review progress and achievement of goals, provide valuable input and advice and act as the customer advocate.
- Monitor customer health trends and execute activities based on risks and opportunities
- Prioritize customer demands and needs across several communication methods, including chat, skype, email and telephone.
- Provide feedback to product, sales and marketing teams on the usage of the platform, new use cases, requested features and more.
- Prepare and deliver content to educate customers in the business value of Photoslurp and leverage other programs to continue adding both technical and business value to customers.
- Build ad-hoc internal analysis of our customer base towards identifying best practices, industry trends.
- Own and monitor CS metrics such as NPS Score, Customer Churn Rate, MRR Churn Rate, Tickets solved.

Required experience and skillset:

- 2+ years of experience in Customer Success and/or Account Management teams and/or Inside Sales teams
- Bachelor’s degree or equivalent experience
- Native or bilingual English. Proficient in Spanish will be highly valued.
- Customer-centric obsessed
- Strong communication skills
- Strong relationship-building skills
- Self-motivated
- Proactive, "get stuff done" attitude
- Diligent and organized
- Technological savvy / Digital Native
- Data driven
- Enjoys working in a team-oriented environment

Bonus:
- Experience with Customer Support tools (i.e: Intercom and Zendesk)
- Experience in the B2B SaaS industry
- Experience in handling SMB and/or Enterprise clients

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