Customer Success Manager (located in Europe or the USA)
Platform.sh
Our Customer Success Managers are the ambassadors for the Platform.sh brand. They know the intricate needs and challenges of the clients in their portfolio and deeply care about their success. They lead communications in times of change or problem resolution, and foster a healthy working relationship with the client.
Mission :
- be involved in the client’s journey from on-boarding to continued partnership
- monitor and measure client satisfaction through regular health checks
- help ensure renewals and provide Sales account managers context on client interactions all through the year
- coordinate the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and clients’ expectations
- solve conflicts and concerns
- manage workflows for preventing and handling complaints
Technical Skills :
- SaaS business acumen
- relational and negotiation skills
- ability to effectively prioritize and escalate client issues as required
- fluent written and verbal English
- good knowledge of web application architecture and services (DNS, CDN, web servers, databases, cache layers, etc.) and distributed systems.
- good knowledge of web development workflows and tools (git, CI tools)
- knowledge of common web applications and frameworks: Magento Ecommerce, Symfony, Drupal, eZ Platform, or Typo3 (a lot of our clients run those)
- knowledge of cloud services (AWS, Azure)
- ability to learn and assimilate technical information quickly
Soft Skills :
- you are a natural at building strategic relationships
- high degree of ownership over your work
- excellent presentation and communication skills, both verbally and written
- good business/financial knowledge
- ability to drive and coordinate projects
- analytical, problem solving and troubleshooting expertise
- capacity to work remotely in an international fast growing environment
- energetic and self-motivated
- willing to travel and attend conferences
We are a worldwide distributed team and are looking for a candidate who can perform well working remotely. You’ll need to be able to effectively collaborate across time zones while being given a high level of independence and autonomy.
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