ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager ensuring customer success with AI-driven public tender management platform. Onboarding customers and maximizing their software adoption while collaborating with sales and marketing teams.
Responsibilities
- Onboard, build and maintain strong relationships with customers to understand their goals, challenges, and pain points.
- Develop and execute a customer success plan to help customers achieve their desired outcomes and business goals.
- Provide ongoing support and guidance to customers using our platform.
- Monitor and analyse customer usage and provide recommendations to improve the adoption and usage of our platform.
- Engage with customers to ensure that they renew their subscriptions for our platform.
- Identify upsell and cross-sell opportunities and work with the sales team to close deals.
- Be the voice of the customer and provide feedback to our product and engineering teams to improve our platform.
- Collaborate with the marketing team to create customer case studies, testimonials, and other materials that showcase the success of our customers.
- Resolve customer issues and ensure customer satisfaction.
- Measure and report on customer success metrics, such as retention rate, customer satisfaction score (CSAT), and net promoter score (NPS).
Requirements
- At least 2 years of experience in a customer facing role within the SaaS/tech sector.
- Excellent communication and relationship-building skills.
- Ability to work independently and manage multiple customer accounts simultaneously.
- Familiarity with AI technologies and an ability to adapt to new technologies.
- Strong organisational skills with a keen attention to detail.
- Proficient in Swedish.
- Proficient in Norwegian.
- Proficient in English.
- Meritorious Bachelor's degree in business, marketing, or a related field.
- Experience with Customer Relationship Management (CRM) tools such as HubSpot or Salesforce.
- Experience in a fast-paced startup environment.
- Experience and/or knowledge of public procurement processes.
Benefits
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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