Customer Success Manager

Om jobbet

Voyado is the ultimate solution for personalization and relevance across all channels-online and offline. Used by retailers and e-commerce companies worldwide, the Voyado customer experience cloud makes it possible for every brand to engage customers, elevate shopping experiences, and evolve their own businesses. Voyado has for several years been the go-to solution in the Nordic countries and we are now growing rapidly in new markets such as the UK and the Netherlands.

We are now looking for a business-oriented and tech-savvy Customer Success Manager to be part of this journey. If you have an eye for loyalty programs and CRM and are ready for your next adventure and want to join us on our expansion throughout Europe - keep reading!

What's in it for you?

We are a Swedish purpose-driven company with 300+ Voyadoers where every opinion is recognized and where you will be successful when putting the customers first. Here, you'll get the opportunity to work self-driven with strong support that you can leverage at any time. We really care for our Voyadoers and put a lot of time and effort into keeping and nurturing our knowledge-sharing and friendly culture. We are personal and that extends into everything about Voyado, read more on what it is like to work at Voyado here .

About the role

In this position, you will work with customers using our product, Engage . You will be a key player, guiding our customers on how to maximize the benefits of our product. As a product specialist with a consultative approach, you will assist customers in utilizing the CRM/loyalty toolkit to help them grow and succeed with Engage.

A CSM at Voyado has a deep understanding of customer's goals and needs, with that in mind you'll create individual customer success plans. You will also analyze and monitor customer health and be responsible for activating relevant playbooks related to their potential and needs.

Main responsibilities:

• Hold training sessions and workshops - educate customers on the use and benefits of our platform and also introduce Engage news to the customer
• Advise on loyalty initiatives
• Portfolio management and forecast
• Lead check-ins with customers and follow up on needs and success plan progress
• Conduct periodic customer health checks and analyze customer data to understand potential and proactively avoid churn
• Deliver activities that boost product adoption, customer satisfaction, and retention
• Ensure activation and compliance with relevant customer playbook
• Collaborate with Voyado's Account Managers in the development of customer relations, renewals, churn mitigation plansand up-sell opportunities
• You are championing the voice of the customer internally at Voyado to drive further customer centricity across all teams

So, who are you?

We believe you have a creative mindset with the ability to mediate complex topics in terms that others can understand. You are a curious and customer-centric team player with a solution-based approach. You have a natural self-starter attitude and are used to working proactively with the ability to juggle many tasks at once.

Thanks to your creative and consultative approach you will build credibility, strong relationships, and influence stakeholders. Your curiosity and tech-loving profile are a great asset to get a good understanding of Voyado and its capabilities.

Skills & Background

• A degree in marketing, e-commerce, or with techy-orientation (University or Trade school)
• Proven experience working with customers in a professional and business-like manner, preferably from a SaaS company
• Experience in creating and delivering presentations to stakeholders at various business levels in both Swedish and English
• Experience from retail, e-commerce, CRM, or digital marketing
• Understanding of the mechanics behind loyalty programs
• Strong analytical and problem-solving skills
• Project management skills and a driven team player, you are self-motivated with a strong sense of ownership
• High level of empathy, both towards customers and colleagues
• Fluent in Swedish and English - verbally and written
• German is a merit

What we offer

Voyado wouldn't be the powerful platform it is without the people behind it. We really care for our Voyadoers and some examples of what we can offer you are:

• An engaged team with a knowledge-sharing and friendly culture
• Summits on a regular basis where we hang out, workshop, discuss, and have a good time together
• Opportunity to engage and deepen your knowledge in different initiatives
• Work-life balance - we don't have a long work-hours culture, we value engagement over hours worked
• ... And of course, not to mention that we have a pleasant benefits program

Ready to join the team?

Lovely! Applying is super easy. Use your LinkedIn profile (or upload a resume) and answer a few click-in questions. We'd love to get to know you and understand what makes you tick, so write a few lines about what you enjoy about your role and what would be an exciting challenge for you going forward. We are eager to get to know you and what you love to do, so be yourself and let that shine through in yourapplication!

Additional information

As part of our recruitment process we conduct a background check on the final candidate. We use background checks from Scandinavian Recruitment Intelligence . You can read more about how a background check is done here .

Department Services Role Customer Success Locations Stockholm