Customer Success Manager

Pragmatike • Full-time • Remote (Podgorica, ME) • 1w ago

Job Description:

Location: Fully remote, EU timezone (CET +/- 2hours)
Start date: ASAP
Languages: Fluent English is mandatory
Our client: SaaS specialized in outbound sales automation

Responsibilities:

Directly engage with customers across all communication channels, respond to inquiries and feedback to build trust and loyalty.
Champion the customer's voice and ensure feedback is communicated and acted upon.
Implement and optimize AI-driven tools to streamline support tasks for faster and more effective resolutions.
Oversee a cohesive and integrated customer support strategy across various platforms.
Update knowledge base and FAQ to ensure accurate and comprehensive self-help resources.
Collaborate cross-functionally to inform product development and decisions from a customer-centric perspective.

Skills and Competencies:

Exceptional direct communication skills to engage with customers empathetically and effectively.
Advanced technical proficiency with customer support platforms, feedback management tools, and agile collaboration tools.

Qualifications:

Relevant diploma or associate degree, Bachelors degree advantageous.
Minimum 5 years of customer support experience, with leadership experience preferred.
Proficiency in using CRM and digital feedback platforms.
Solid understanding of agile methodologies and experience with collaboration tools.
Fluency in English (written and spoken)
Experience with sales automation tools is a plus or any previous role as an SDR/AE.

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