Internet Vikings International ABCustomer Success Manager
Om jobbet
Internet Vikings is a hosting provider. We are located in Stockholm. We are expanding our Engineering Team and are looking for a talented and communicative person to fill the position of a Customer Success Manager.
The Customer Success Manager (CSM) ensures customers achieve their desired outcomes through our products and services, acting as the primary advocate for customer satisfaction. The CSM drives customer success strategies, fosters strong customer relationships, and ensures our services exceed expectations. This role involves collaboration with cross-functional teams, particularly, but not limited to, Engineering, to align on customer needs and deliver seamless services The CSM reports directly to the COO.
Key Responsibilities:
Customer Advocacy
Serve as the voice of the customer, ensuring feedback is effectively acted upon.
Proactively manage customer relationships, anticipating needs and addressing issues.
Issue Resolution
Analyze and document customer issues, ensuring timely resolution.
Escalate complex and/or time-sensitive issues to the appropriate teams.
Cross-functional Collaboration
Work closely with Engineering to align on customer expectations.
Work closely with other relevant departments, such as sales and business support, to align on customer expectations and ensure prompt resolution to customer issues.
Collaborate, align and act as a facilitator for communication between departments to prioritize customer needs.
Feedback and Improvement
Collect and analyze customer feedback to identify improvement areas.
Implement strategies to enhance customer-facing processes and systems.
Customer Success Planning
Develop and execute plans that promote customer loyalty and satisfaction.
Report on customer success activities and performance metrics.
Systems and Documentation
Oversee and improve customer service systems.
Ensure that accurate, up-to-date customer-facing documentation is maintained.
Corporate Culture
Champion a customer-centric culture and promote a service-minded approach across the organization.
Qualifications and Skills:
Experience in customer success or account management.
Strong interpersonal, communication, and problem-solving skills.
Ability to work closely with technical teams and analyze data to drive strategies.
Organizational skills to manage multiple priorities in a fast-paced environment.
KPIs:
Customer satisfaction and Net Promoter Score (NPS)
Customer retention and issue resolution time
Net revenue retention (NRR)
What we're looking for:
In-depth knowledge of the iGaming and sports betting industry
Organized, proactive, and self-driven
Ability to push-through the deadlines and routine tasks
Service-minded and enjoys communication
Strong learning capacity
At least upper-intermediate English
Bonus:
Advanced computer skills
Experience in working with foreigners
The Customer Success Manager (CSM) ensures customers achieve their desired outcomes through our products and services, acting as the primary advocate for customer satisfaction. The CSM drives customer success strategies, fosters strong customer relationships, and ensures our services exceed expectations. This role involves collaboration with cross-functional teams, particularly, but not limited to, Engineering, to align on customer needs and deliver seamless services The CSM reports directly to the COO.
Key Responsibilities:
Customer Advocacy
Serve as the voice of the customer, ensuring feedback is effectively acted upon.
Proactively manage customer relationships, anticipating needs and addressing issues.
Issue Resolution
Analyze and document customer issues, ensuring timely resolution.
Escalate complex and/or time-sensitive issues to the appropriate teams.
Cross-functional Collaboration
Work closely with Engineering to align on customer expectations.
Work closely with other relevant departments, such as sales and business support, to align on customer expectations and ensure prompt resolution to customer issues.
Collaborate, align and act as a facilitator for communication between departments to prioritize customer needs.
Feedback and Improvement
Collect and analyze customer feedback to identify improvement areas.
Implement strategies to enhance customer-facing processes and systems.
Customer Success Planning
Develop and execute plans that promote customer loyalty and satisfaction.
Report on customer success activities and performance metrics.
Systems and Documentation
Oversee and improve customer service systems.
Ensure that accurate, up-to-date customer-facing documentation is maintained.
Corporate Culture
Champion a customer-centric culture and promote a service-minded approach across the organization.
Qualifications and Skills:
Experience in customer success or account management.
Strong interpersonal, communication, and problem-solving skills.
Ability to work closely with technical teams and analyze data to drive strategies.
Organizational skills to manage multiple priorities in a fast-paced environment.
KPIs:
Customer satisfaction and Net Promoter Score (NPS)
Customer retention and issue resolution time
Net revenue retention (NRR)
What we're looking for:
In-depth knowledge of the iGaming and sports betting industry
Organized, proactive, and self-driven
Ability to push-through the deadlines and routine tasks
Service-minded and enjoys communication
Strong learning capacity
At least upper-intermediate English
Bonus:
Advanced computer skills
Experience in working with foreigners
Internet Vikings International AB
FöretagInternet Vikings International AB