Solsten seeks a customer success manager with strong emotional intelligence, project management skills, and zeal for understanding customer needs.
Duties
- Have your book of business driving the adoption of our platform, onboarding, and continuous value addition to customers to help them see the platform’s business value, directly affecting your remuneration.
- Have an in-depth understanding of gaming, psychology, and our product to improve user experience.
- Build key stakeholder relationships to understand target businesses and establish a strategic roadmap to grow together.
- Manage and continuously improve our issues-escalation, support, and customer service processes, to recognize, track and resolve any issues and foster excellent customer experience.
- Communicate feedback with the UX and product teams about customer requests while advocating for customer needs.
- Effectively engage solution engineers, client partners, and others within the company to deliver the best value to customers.
- Introduce new product offerings and features to customers that serve their peculiar needs
- Take ownership of important customer success metrics, like customer health, churn, renewals, upsells, etc.
- Exhibit tact, humor, and empathy, to build rapport and trust with customers toward becoming more user-centric.
Qualifications
- Bachelor’s degree in Psychology, Business, or equivalent hands-on experience in Customer Success Management.
- Three years minimum experience in customer-facing roles, preferably in gaming and SaaS companies, engaging with executives and various customer stakeholders.
- Experience handling customer organizational structures, allocating resources, setting success criteria and milestones, and on-time delivery.
- Strong business drive, with the ability to prioritize and manage time effectively to meet deadlines and hit KPIs.
- Experience collaborating with sales and marketing teams towards top-notch customer experience.
- Empathetic and insightful, passionate about improving customer onboarding, engagement, and growth.
- Passionate about games, game UX, psychology, personalization, and player-centered experiences, and keen on understanding and effectively communicating product value to customers.
- Self-motivated and able to work in fast-paced settings with little supervision
- Excellent and proactive team player, communicator (oral and written) and decision-maker
Benefits
- Work with a dedicated international team with opportunities for impact and personal growth.
- Competitive compensation, with a learning budget and access to avenues for personal development
- Flexible work schedule with a work-from-home policy
- High-level equipment and workstation
- Relocation and visa application support