Customer Success Manager (remote or hybrid)
Cube RM, Greece

The Customer Success Manager, will be on a mission to make and keep customers satisfied, mainly at the intersection of Healthcare amp; Technology, with indicative responsibilities, as below:

Responsibilities

• Develop long-term strategies to improve client satisfaction and increase retention rates
• Increase customer life-time value and continuously identify renewal and upselling opportunities
• Establish clear customer retention amp; growth objectives, individually for each existing customer
• Establish customer projects’ metrics of success and work with service delivery teams to meet them
• Continuously onboard amp; guide customers, on how to use our product in the best possible way
• Make sure customers get the maximum value out of Cube RM software and services
• Act as the main point of contact for customers and handle their requests taking into consideration their business needs
• Establish and maintain a senior-level relationship with partners and customers’ IT and business executives
• Maintain regular communication with customers and seek to improve the customer experience. Continuously update customers on product improvements and new features or services
• Work closely with the support team to resolve customer issues. Build, coordinate and foster relationships between customers and the support team
• Monitor, track and facilitate the resolution of customer issues as needed according to the agreed Service Level Agreements (SLA’s)
• Engage and work with internal teams (e.g. Product, Engineering, Sales, Marketing, Data Science) to ensure project faultless performance and resolve issues
• Support the internal x-functional team by analyzing and providing insights from the existing customer base. Develop an in-depth understanding of the customer's needs, responsible for communicating common customer behaviors, challenges and needs to the sales, marketing, and product teams
• Provide feedback to the product teams and contribute to the product development roadmap and strategy
• Produce and present reports on a regular or ad-hoc basis for customers and Cube RM management, and pro-actively flag risks and opportunities

Requirements

• Bachelor’s or Master’s degree, preferably in Business Administration, Technology, Communications or Marketing
• Approx. 2-4 years of experience in a CS/Account/Project Manager, or a relevant customer-facing role
• Proven ability to manage and own multiple projects/accounts simultaneously
• Excellent communication skills, powered with high emotional intelligence to connect with people
• Ability to build relationships and trust with the customers
• Basic understanding of software ecosystems and technical concepts (advanced understanding will be considered a plus)
• Very strong analytical and presentations skills
• Be willing to work remotely and travel
• Fluency in business and tech English
• Experience in the Life Sciences industry is a plus

Benefits

By joining, you will:

• Receive a competitive compensation and benefits' package (e.g. e-card for eat, Medical - Life/Accident Insurance).
• Enjoy several "work-office" perks, at a friendly working environment (e.g. Advanced work/IT equipment, Welcome package, Wellbeing activities).
• Have a flexible work schedule (Hybrid: working remotely and/or in the new premises).
• Receive training and support, so you'll never feel left on your own (e.g. personal development plans, e-learning options and subsidized certifications).
• Gain exposure to cutting-edge technologies and software/product development methodologies.
• Be part of several tech communities, as we support/participate into several meet-ups, both local and international.
• Gain exposure to an international environment of leading multinational companies, in a variety of industries.
• Have the opportunity to learn and grow within a dynamic, fast developing company.

Job Rewards and Benefits