Customer Success Manager - European and US Market (Serpstat)

  1. Краткое описание вакансии

    We at Serpstat are looking for a person who will take care of our users. The Customer Success Manager is responsible for understanding our customers’ goals and desired business outcomes and implementing Serpstat solutions into the customer workflow, including customer discovery calls. The Customer Success Manager will collaborate with our Customer Success Team and team leaders to learn the customer strategy and build the ground for the customer success using Serpstat. If you’re passionate about working with customers, a teamwork player, this is the right position for you.

  2. Основные требования к будущему сотруднику на этой позиции:

    1. Профессиональные знания и навыки.

      1. English language – Upper-Intermediate.
      2. Previous experience in customer relationship management — mandatory.
      3. Experience in working with a SaaS product — a plus.
      4. Working with Enterprise customers — a plus.
      5. General knowledge and insights into the online marketing industry — a plus.
    2. Личные качества.

      1. Analytical and client-oriented soft skills.
      2. A solutions-oriented and can-do attitude — mandatory.
    3. Будет плюсом.

      1. Experience on a similar position in IT field.
      2. Education in IT field.
  3. Функциональные обязанности.

    As a CSM at Serpstat, you will be responsible for:

    1. Managing existing customer relationships.
    2. Acquiring and possessing knowledge of all Serpstat solutions.
    3. value of our solutions to existing customers in order to increase their engagement.
    4. Working closely with customers through their lifecycle: onboarding and educating new users; increasing renewal rates and reducing customer churn through higher product adoption; identifying new areas for further growth in usage of Serpstat's tools; increasing customer satisfaction and overall good health scores.
    5. Applying this knowledge to create and deliver.
  4. Что мы предлагаем сотруднику на данной должности?

    What do we offer, in addition to decent pay, chair, desk, computer / laptop and an eight-hour five-day working week?

    1. We are all passionate about digital marketing intelligence! At Serpstat, you have the opportunity to work with big brands and offer valuable solutions that have tangible impact on their business.
    2. Our platform is constantly evolving and getting better with each new iteration. So being a part of our team, gives you an opportunity to work at the forefront of marketing technology.
    3. You will get the chance to learn and grow professionally being a part of our team and working alongside highly professional and talented peers.
  5. Зачем работает наш «Customer Success Manager - European and US Market»?

    1. Serpstat is the leading all-in-one SEO platform and is a reliable digital marketing adviser. Serpstat provides analytical reports on websites and keywords across all niches and industries. It enables such brands as L’Oreal, Yves Rocher, Kyivstar, Alfabank and Eldorado to build strategies necessary to win market share.
    2. We eager to continue helping big brands discovering new online horizons. That is why we need talented and motivated team players who are looking for the chance to make a real impact. Does this sound like you?
  6. Критерии, по которым будут оцениваться результаты работы данного специалиста.

    1. Number of user portfolios in Good Health.
    2. Churn Rate Reduction.
    3. Upsells Revenue.
    4. Expansion MRR Rate.
  7. Наличие командировок и их процент от рабочего времени.

    No business trips.

  8. Соотношение работы в офисе, встреч с клиентами.

    Working in the office - 100%.

  9. Что есть плохого в работе на данной должности?

    1. A lot of users requiring your attention ;)
  10. Место специалиста в структуре компании:

    1. Отдел, в котором будет работать специалист.

      You'll be a part of Customer Success Team.

    2. Количество сотрудников в отделе.

      ~7.

    3. Кому подчиняется данный сотрудник.

      You'll report directly to VP of Customer Success.

    4. Предполагается ли наличие подчиненных, их количество.

      No.

    5. Предполагаемый карьерный рост на этой позиции.

      You'll have an opportunity to become an Enterprise Customer Success Manager.

  11. Условия работы:

    1. Продолжительность испытательного срока.

      Probation period lasts 2 months and includes salary.

    2. Наличие премий.

      No.

  12. Что сделать, чтобы работать на позиции «Customer Success Manager - European and US Market»?

    Fill out the questionnaire, do the test task and pass 3 interviews.

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