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iDeals Solutions Group is a leading global provider in the high-growth secure enterprise collaboration software space with offices in New York, London, Moscow, Istanbul, Hong Kong and other regions.
2 сентября 2019

Customer Success Manager

Киев

International product B2B SaaS company — iDeals Solutions is looking for a Customer Success Manager. iDeals has been delivering the best experience since 2008. We were able to make a competitive product and build a leading business in a crowded and highly segmented market. We have decided to make a product of our dreams that will leave competitors far behind. We`ve served to more than 5000 clients spread around the globe, among which there are LG, PWC, HP, EY, Deloitte, Barclays, Rothschild, inspiring us each day to be the best in the market. We are an international team of 150 people who speak ten languages. We share transparency, teamwork, data-driven decision-making, responsibility, critical thinking, and focusing on exceeding the expectations as our primary corporate values.

We’re looking for a Customer Success Manager, who is a tech savvy individual with strong analytical mind who can quickly understand and communicate complex issues in a simple manner. Someone who puts customer first and holds own ground when negotiating with product or finance teams. Our business runs on numbers, and we are looking for somebody who is comfortable in such environment and can draw valuable conclusions from various data sources. The role includes obtaining excellent knowledge of the product that we offer to our clients and the specifics of client’s business processes.

Your Expected Outcomes:

— Conducting kick-off (onboarding) training for new clients
— Handling upgrades and renewals
— Engaging with clients through their product journey to increase adoption and retention
— Handling incoming correspondence from clients, sales managers
— Writing content and implementing new tools to support users including populating new in-app help center, short video tutorials, newsletters and finding new ways to drive product adoption
— Driving referral program (increase reviews of the product and testimonials)
— Any other activities which improve customer experience (we’re open to your ideas too)

Your Competency Profile:

— French native
— English language advanced and next to fluent level
— Previous experience in customer facing positions
— Analytical skills and attention to detail
— Customer-driven, customer-obsessed with empathy and emotional intelligence
— Excellent communication, interpersonal and presentation skills
— Great relationship building skills and ability to adjust to a communication style of a client
— High level of educability (with big amounts of information)
— Passion for professional development in IT industry
— Self-management, openness, kindness, and sense of humor
— Readiness and enthusiasm to take over additional tasks when necessary; responsibility and proactive work ethic

Would be a Plus:

— Previous experience in IT sphere
— Experience or desire to participate in making video tutorials and presentations
— Copywriting skills or technical writing experience is a strong advantage!
— Experience of work with CRM

What We Offer:

🌍International experience with teams all over the world;
🔝 Planning is based on OKRs for the team and personal goals;
🚕 Flexible working hours, the possibility to work remotely;
🏄🏻‍♂️ Opportunities for professional development and personal growth;
❣️ Comfortable conditions of work: modern and stylish office, free lunches, coffee, tea, juices, fruits, and snacks places for recreation (PlayStation, a sports corner, table tennis, stretching, TRX, massage in the office);
💵Social package: medical insurance, unlimited vacation;
🍤Corporate events, holiday celebrations, team building activities.

iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.

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