Skitude is the largest network of mobile apps for skiers with a focus on the user community, and which aims to become the digital reference point for the ski industry worldwide.
The Customer Success Manager plans and carries out activities that:
1. Coordinate and lead the support team: Create and update the support program. Analyse and automate the support process in order to deliver effective support to customers.
2. Give user support: Understand user needs, drive adoption of our product, and ensure satisfaction at the user and organization level. Develop and coordinate proactive, software-supported CSM process with the goal of scalably providing our customers with an exceptional experience.
3. Optimize tickets SLA: Provide users with good attention to increase user loyalty.
4. Increase user satisfaction and app ratings: Design, create and advance the brand's support ecosystem.
5. Evaluate user suggestions: Consider and evaluate users feedback and suggestions for future app updates
• Deliver an effective technical support (unburdening the customer wherever possible, thinking ahead to cover expected follow-up topics and an exceptional and seamless experience).
• Serve as the main point of contact for technical, support, and strategic questions.
• Running the overall day-to-day relationships and projects with customers. You will be tasked with driving product adoption, ensuring satisfaction and ensuring retention and renewals for subscription accounts.
• A constant and pro-active improvement of product/support knowledge.
• Elaborate and execute the support plan and its protocols in order to ensure a good attention to our customers.
• Coordinate the out-sourced teams that provide 1st level support to users.
• Languages: english (Essential), spanish, catalan and others will be highly valued (french, italian, german)
• Job location is at Skitude headquarters, currently in Girona
• Experience in customer support and CSM programs will be valued
• 40h per week
Are you interested?
If you are interested to join our team, please contact with us in firstname.lastname@example.org with 'I'm interested to be the new Skitude Customer Success Manager' subject.