Customer Success Agent
Inriver Ab, Utvecklingslaboratoriet / Supportteknikerjobb / Malmö
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hela Sverige Visa alla jobb hos Inriver Ab, Utvecklingslaboratoriet i Malmö Are you looking to join a highly ambitious, international company with 70% growth in the software industry?
Do you want to work with a market-leading product, created by highly dedicated and committed entrepreneurs? Are you looking for a company that will invest time in your development, support your professional growth and listen to your ideas?
If the answer is yes to the above, you might be the person we are looking for to join our world-class team! We are a successful, market leading, international company with driven and skilled employees. A team you want to work and develop in, playing a crucial part in shaping the market for PIM/PXM and digital transformation.
About the job & the team
We're looking for a new Customer Success Agent to join our growing Customer Success Team.
Our Customer Success team advises and guides a wide variety of customers, ensuring they have launched inRiver PIM successfully, adopt it widely and drives the business value from inRiver. We want to understand our customer's different challenges and needs and coordinate the resources at inRiver to be able to find the best solution for each unique situation.
The primary objective of this role is to be the first touchpoint for our customers to support them with maximizing their usage & value from using inRiver's solution.
This Customer Success Agent is a coordinating role that suit someone with experience of working in a customer service team managing a high volume of support requests or in a super user role within similar software. We believe you have been working with any of these responsibilities at least two years prior to applying for this job.
There is no technical background needed, but you need to have strong user knowledge within software. We are looking for a curious, service minded and solution driven agent with excellent communication skills that can take the view of our customers and their daily challenges. Any previous experience with SaaS based eCom, CMS or CRM platforms is a plus.
inRiver put high value in our Customer Experience and the Customer Success Agent will play a central role in our growing customer community.
Key Responsibilities
Understand every aspect of the customer experience, putting customers' needs first.
Maintain high levels of customer engagement
Acting as the interface towards our customers and partners by coordinating their support requests and coordinate the response internally
Analyzing faults and issues, looking at how these are caused and can be prevented to improve our customer experience
Solve user issues & requests
Taking ownership of service issues, ensuring they are resolved within the SLA
Keeping customers updated on what's new in inRiver and coordinate invitations to customer activities etc.
Proactively help our customers to improve their usage of inRiver's solution.
Confident in dealing with all levels of stakeholders up to senior level and all levels of inRiver PIM users
Help onboard new customers and constantly look for ways to improve our service and outcomes
Updating customer & support info in our CRM & support tool
Be supportive to the rest of the Customer Experience Team
Requirements
• Language; Business level English mandatory
• Ideally, you'll come from a support, customer service, or customer success based background where you have managed support requests and have +2 to years' experience within similar role or have been your company's software owner or the super user that supported other users with their daily work.
• Diplomacy, tact and poise under pressure when working through customer issues.
• We believe you have strong communication skills and are passionate about customer excellence.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• You are of course great at building relationships and is self-motivated & happy to work autonomously in your role as well as have strong communication and engagement skills and always striving to go the extra mile to deliver customer success.
SaaS experience within eCommerce, CMS, CRM or customer online interaction platforms is a benefit.
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The Customer Success goals and purposes:
• The most effective way to keep our customers, is to make them as successful as possible in using our technology product.
• The Customer Success Team at inRiver is focusing on the after sales phases.
• Keeping the customers loyal and expanding the relationships.
• The Customer Success team will manage the customer relationships to ensure that customers are realizing the economic value of their investments.
• We will identify different issues and situations - and coordinate them internally to find the best solution for our Customers.
• No one of us is as smart as all of us!
We look forward to hearing from you.
inRiver is the market leader for simplifying Product Information Management (PIM). We help B2C and B2B multi-channel commerce and marketing professionals tell perfect product stories. Our powerful inRiver Product Marketing Cloud radically facilitates the creation, handling, and distribution of perfect product information for a world-class customer experience across all touchpoints, in multiple languages. More than 900 brands around the world rely on inRiver Product Marketing Cloud for efficiently controlling the product (information) flow for their globally recognized brands. inRiver was founded in 2007, and is today a well-recognized, award-winning, and rapidly growing company with an extensive partner network (PRIME). The company is headquartered in Malmö, Sweden, with offices in Chicago, London, Amsterdam and Stockholm and sales offices in Phoenix, and Istanbul.
Publiceringsdatum2017-08-28Så ansöker duSista dag att ansöka är 2017-09-27
Klicka på denna länk för att göra din ansökanFöretagINRIVER AB, UTVECKLINGSLABORATORIET
AdressINRIVER AB, UTVECKLINGSLABORATORIET
Södra Tullgatan 4
21140 Malmö
KontorsadressSödra Tullgatan 4
Jobbnummer 3665155
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