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Who we are: Incredibuild empowers developers to radically accelerate their work by shortening build times, allowing more iterations and faster product releases. Thousands of customers including world-leading brands trust our platform to streamline and accelerate everything from compilation to release automation, generating great savings of resources and accelerating Time-To-Market for leading brands. We’ve helped over 200,000 developers at tech giants like Microsoft, Samsung, Nintendo, Amazon, and many others to develop some of the most successful software in many industries such as gaming, financial services, Embedded software, and more. In the past three years, Incredibuild has been in hyper-growth, expanding globally with no signs of slowing. We have secured multiple rounds of investments to keep expanding our market share. This is your opportunity to join a category leader and make a difference. To read more You will get the chance to join a powerful and global Customer Success team and will be using your skills, expertise, and energy to make a huge impact.
What You'll Be Doing
* Manage a large-scale customer portfolio in the SMB segment globally (EU be the key focus)
* Maintain and build relationships with portfolio customers to retain and grow, working very closely with all teams in the CRO group (tech, sales, solutions and operations).
* You will be accountable for delivering value to customers as well as closing deals and generating revenue, “crushing” your quota!
* Clearly articulate and demonstrate Incredibuild value proposition and promoting new solutions
* Diligently study your customers’ business and architecture and identify expansion opportunities building a healthy expansion pipeline.
* Manage risk and retention and handle all aspects of customer engagement with other customer-facing team members.
* Be the ambassador of your customer portfolio in Incredibuild and represent the company and the Customer Success team. *This is a hybrid position, working days Monday-Friday

We are looking for an experienced, energetic, and positive Customer Success Manager to own and manage a significant book of clients. You will have great interpersonal skills as well as a strong bias towards excellent client service and business acumen. You will be analytical and have great organisational and multitasking skills, and have the ability to provide great service to a large number of accounts. You will have experience in customer success, account management, or customer service in a SaaS-based business. Youre a positive individual, self-motivated with a can-do attitude. 

Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
Manage a portfolio of accounts with a focus on renewals and upsells conversations
Work closely with our customers with the drive to help them change their workplace and achieve their business goals
Become a trusted advisor and ambassador of change in our customers workplace.
Become the customer advocate in , collaborating with our Product, Development, Marketing and Sales teams
Protect existing revenue streams, identify opportunities and risks.
Assess client health and develop strategies to mitigate churn
Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy

The Technical Support Engineer role is an opportunity to join a rapidly expanding team and make a significant impact. You will deliver in-depth technical support and strive to deliver a high level of resolution. You will be required to quickly diagnose and triage issues, resolve incidents and/or liaise closely with R&D and Product teams.

As the technical focal point for our customers and internal stakeholders you will serve as a key function for supporting ongoing innovation and expansion.



Responsibilities

Troubleshoot product issues and involve other departments such as Product Management and R&D in order to deliver a solution in the form of product fix or other.
Function as the technical authority and trusted advisor for product and implementation issues and support the different phases of customer onboarding projects, pre and post go-live.
Identify, organize and prioritize multiple support requests at the same time.
Conduct root-cause analysis for technical issues, find workarounds and solutions in a timely manner.
Deep understanding of the customer field service business, including business objectives, KPIs and challenges that can help address.
Function as a center of excellence for product knowledge and troubleshooting best practices, contribute and expand the knowledge base of .
Work effectively with other teams within Customer Success to ensure successful onboarding and ongoing customer value.
Act as an advocate for client interests by sharing customer feedback with other departments.

Were growing and are currently looking for a Program Support Associate to join our team and help us further expand the Reviews Syndication program.

As a Program Support Associate, your primary responsibility will be to work with account managers and Marketplace sellers to facilitate program adoption and successful program onboarding.
Responsibilities:

Work closely with account managers and additional teams within the organization to help identify potential candidates and facilitate with the proactive outreach and efficient onboarding to the program.
Process applications according to program guidelines to ensure data accuracy and quality.
Work with CRM and additional support tools and own full responsibility for registration life cycle.
Manage ongoing communication with the relevant associates and Marketplace sellers providing guidance for the syndication process.
Become the main focal point for relevant Marketplace business units and be able to collaborate with them on outreach initiatives.
Identify opportunities for optimizing and automating program support workflows and processes.

We are looking for a highly motivated, passionate and experienced Client Success Manager Team Lead to join us and lead our CSM team.
Responsibilities:
Train and oversee our CSM team.
Responsible for teams performance including P&L, KPIs and retention.
Analyze and optimize campaign performance and provide recommendations for yield strategy using data-based insights on each advertiser's campaign.
Manage a small number of strategic partners hands-on.
Manage the execution and the technical deployment of campaigns.
Identify opportunities for continuous improvement.