We are an AI SaaS platform for e-commerce companies, especially in travel and hospitality, that lets customers buy together. It helps companies understand how groups decide to buy and improves sales. This tool makes buying together easy and fun and helps companies find new ways to make more money.
Role and Responsibilities:
* The CSM is the clients operational officer. He ensures the clients satisfaction and retention from the deployment phase throughout the client's BAU phase.
* CSM will be on top of the customer operational and business environment.
* Transform customer requirements into product capabilities, taking customers goals, objectives, and business processes and proposing the best solution.
* Promoting tasks internally (e.g., dev and change requests, initiation of new projects, etc.), representing the customer in and out of the organization.
* The CSM will be chasing customer performance and revenue growth by making strategic recommendations using:
* Product Features
* KPI(s) & Benchmark analysis
* BI tools
* The CSM will be requested to identify operational and even business opportunities, share them with the customer's VP, and push them together to maximize revenues and business expansion.
* Work closely with all relevant departments, including the product, Professional Services (delivery), and development teams, to identify the required products and strategic solutions for each customer.
* Drive prompt resolution of all operational issues and ensure high levels of customer satisfaction with company products and services.
* Manage and maintain the level of service given to the customers by being proactive and responsive.
* Establish strong relationships with customers, becoming a trusted advisor and advocate for their success.
* Responsible for customer training and knowledge onboarding.
* Providing first-level operational support.
* A second point of escalation for all technical incidents and issues.
Please send your CV and cover letter to our e-mail.
Requirements: Requirements:
* Experience in the high-tech/web/e-commerce world a must!
* At least 3-4 years of experience or background in customer services/customer support B2B MUST!
* Experienced with managing or working with international customers in different tiers (both small and large scale customers) MUST!
* Previous experience in the travel industry or with SaaS platforms targeting the travel sector- Advantage!
* Team player.
* Self-motivated, detail-oriented, self-managed, team player, multitasking.
* Service and business-orientated with excellent interpersonal skills.
* Relevant track record of improving customer satisfaction, retention, and upsell opportunities.
* Strong analytical and problem-solving ability.
* Knowledge of internet advertising is an - Advantage!
* Language Proficiency.
* Possess exceptional English proficiency, both written and verbal.
* Proficiency in additional European languages is highly advantageous.
* Bachelor's or advanced degree in Business, Marketing, or a related field - Must.
This position is open to all candidates.