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About Skitude

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 role

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

Key responsibilities

• 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.

Requirements

• 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 hello@skitude.com with 'I'm interested to be the new Skitude Customer Success Manager' subject. 

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