Customer Success Manager
1 week ago
Luware is a rapidly growing software-as-a-service company that specializes in transforming Microsoft Teams into a customer service hub. Our unique solutions enable meaningful customer interactions, and we are committed to continuous improvement.
We are seeking a highly experienced and tech-savvy individual to join our team as a maternity cover for a one-year fixed contract. As a Compliance Engineering Support Specialist, you will be responsible for ensuring outstanding and smooth support of our customers within Compliance Engineering.
This role is based at our London office, where you will have the opportunity to work in a dynamic and motivating environment that promotes personal development and growth.
Key Responsibilities- Relationship Management: Build and nurture long-term relationships with customers, acting as their primary point of contact for any queries or issues.
- Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and feedback to improve our products and services.
- Proactive Support: Monitor customer health metrics and proactively address any issues or concerns to prevent churn and ensure customer satisfaction with assistance from engineers in the team.
- Upsell and Cross-Sell: Identify opportunities for upselling and cross-selling additional products or services that align with the customer's needs and objectives.
- Customer Feedback: Collect and analyze customer feedback to inform product development and improve customer experience.
- Customer Interaction: Serve as the main customer escalation and contact point for support issues and product queries.
- Assist the team in delivering on customer-specific audit controls.
- Coordinate new customer projects with engineering teams.
- Manage new customer orders and customer license reports.
- Experience in a customer-focused specialist role is mandatory.
- Ability to understand customers' urgent needs and guide them accordingly through the issue in a solution-oriented manner.
- Fluent English language skills, with other languages a plus.
- Strong problem-solving abilities and a proactive approach.
- Self-driven individual who takes responsibility.
- Customer-focused mindset, able to listen to customer or partner problems and understand the impact issues can have on them.
- Experience with communications platforms, such as Microsoft Teams, is a big plus.
- Ability to work independently as well as collaboratively.
- Positive attitude and ability to collaborate in a team-oriented environment.
- Challenging and interesting work in a varied field with a high level of personal responsibility.
- A dynamic and motivating working environment that promotes personal development and growth.
- Regular team events and the opportunity to work in one of our offices as part of our exchange program.
We are an international company with a fresh, dynamic, and open corporate culture. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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