As a Customer Success Manager in Digital Customer Success Team at Basware, you will play a pivotal role in leveraging digital tools and strategies to enhance customer engagement, satisfaction, and retention. We are looking for an individual who not only understands traditional customer success principles but also has the creativity to translate best practices into scalable and digital ways of working.
Responsibilities:
Retention Management and Growth:
- Maximize the retention by managing the health of the relationship and realizing the value in a scalable way.
- Identify and seize opportunities for account expansion and upselling within the existing customer base.
Digital Customer Relationship Management:
- Develop and maintain strong digital relationships with customers
- Utilize digital channels as the primary means of customer advocacy and communication.
Data-Driven Customer Success:
- Leverage data analytics to monitor customer value realization and satisfaction and identify areas for improvement.
- Translate data insights into actionable strategies for enhancing customer success.
Content Creation and Digital Engagement:
- Create compelling digital content to educate and guide customers on product features and best practices.
- Develop and execute digital engagement plans to drive product adoption and value realization.
Scalable Customer Success Strategies:
- Implement scalable digital strategies to cover the whole customer journey.
- Collaborate with cross-functional teams to ensure scalability and efficiency in Customer Success initiatives.
Issue Resolution and Support:
- Monitor customer health and intervene when necessary to ensure seamless customer experience.
- Maintain accurate and up-to-date customer records across all digital platforms.
Customer Advocacy in the Digital Realm:
- Serve as the voice of the customer, sharing feedback and insights with the entire organization.
- Create, lead, and participate in Digital Customer Success initiatives, webinars, and forums.
Qualifications:
- Data-oriented mindset with the ability to translate data into actionable insights.
- Proactive and results-oriented approach with a scalability mindset.
- Strong content creation skills for digital platforms.
- Strong Customer Success Management -skillset with the customer focused attitude
- Excellent communication and interpersonal skills.
- Fluent English, other language skills a plus
