Customer Success Manager
Upstream
Gerakas, Greece
πριν από 18 μέρες
source : StartUs

Description

For Secure-D, the leading anti-fraud platform powered by Upstream, Account Manager role leads the business relationship with our clients.

The Account Manager understands customer outcomes through ongoing collection, analysis of data and feedback; then, translates these into on-

boarding and retention strategies and feeds them into the product road map. He / She is involved in all aspects of support and account management, demonstrating the product, educating customers and more.

All team members look to Account Manager for input across all key decisions.

The role is based in Athens, Greece and reports to Account Director

Key Accountabilities

  • Understand customer outcomes by communicating with customers, analyzing customer health metrics, implementing the account plans and achievement of the account targets;
  • contract negotiations and closing; performance monitoring

  • Coordinate all local operational resources and being responsible for local operational delivery. Liaising with local agents and partners managing their local resources
  • Represent the voice of the customer to provide input into every core feature, marketing and sales process
  • Collaborate closely with team members to support pilot customers, renewals and expansion opportunities
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
  • Collaborate with the operations team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Being the main point of contact between the company and a number of named enterprise accounts
  • Requirements

    The ideal candidate is ambitious, self-driven, hard-working and flexible, and have the following qualifications :

  • 3-5 years working experience in Account Management or Customer Success with a proven track of client-facing roles and negotiation skills.
  • Background in fields of telecoms, consulting, marketing, or information technology.

  • Travelling up to 50% of the time
  • Outstanding communication and presentation skills
  • Strong quantitative, analytical and problem-solving skills, with the ability to translate data into insights
  • Able to perform under pressure and deliver results in a demanding and fast-paced environment that requires fresh thinking and innovation
  • Excellent command of English Language. Other languages, such as Russian, French and Spanish will be considered as a plus
  • Tech-savvy and comfortable in a field that combines elements of multiple disciplines (technology, marketing, mass psychology)
  • International perspective and cultural awareness
  • Have, or be willing to learn, basic technical skills in html, javascript, networking and connecting to APIs to confidently discuss technical terms
  • Work comfortably in a dynamic startup environment and wear many hats
  • Other Key Considerations

  • MBA will be considered a plus
  • Experience with budget management and cost control
  • Solid understanding of Mobile, Web, and online advertising industry
  • Benefits

    We offer a competitive base salary and benefits, directly dependent on the candidate’s qualifications and skills. The real excitement comes from working closely with a dynamic, smart, agile and highly motivated team in a competitive and fast paced environment.

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    Upstream is an equal opportunity employer. The Company does not discriminate on the basis of race, colour, creed, pregnancy, religion, gender, national origin, age, disability, marital, or any other legally protected status.

    The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status.

    This policy applies to all areas of personnel actions including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.

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