Customer Success Manager
wappier
Kifisia, Attica, Greece
πριν από 14 μέρες

Description

wappier is introducing to the world Intelligent Revenue Management and transforms the way app developers and marketers maximize consumer revenue by using powerful AI that goes beyond typical marketing automation.

We are building Next Generation, AI-Powered Technology that helps apps and brands understand, model, and optimize consumer behavior, just #automagically.

wappier was founded back in 2015 to make apps happier. It was a team of 5 awesome tech veterans who aspired to revolutionize the Mobile App Ecosystem.

We are now a team of 40 people, building 2 / 3 of the company with engineering and data science roles to make our mission thrive.

Having secured our first round of financing by a top-tier US VC, we expect to be 55 by the end of 2019 to skyrocket our Intelligent Revenue Management Platform

But don't take our word for it! wappier was selected as one of the Top 25 AI Solution Providers for 2018 in the annual AI special edition created by CIO Applications. Check it out here :

Come grow with us!

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch wappier solutions successfully, adopt them widely, and are continually driving business value from wappier.

Customer Success interfaces with wappier's largest enterprise customers to understand their business needs and challenges, and then coach them on the best ways to address them using wappier’s solutions.

Working closely with Business Development, Data Science and Engineering teams, Customer Success provides input into their strategic customer plans, helping them identify areas where existing customers could improve their use of wappier or uncovering new uses for wappier products amongst their customer portfolio.

Customer Success serves as the trusted point of contact for wappier's portfolio of strategic key accounts, beginning from the point of sale and extending through on-

boarding, project success, and renewals.

Part analyst, project manager, consultant and product expert, our Customer Success team continuously focuses on helping our customers improve their KPIs and be successful with wappier.

RESPONSIBILITIES

  • Work with customers to develop a success plan that outlines how wappier will be addressing their critical needs both immediately and in the future
  • Maintain an excellent retention rate and drive adoption of wappier across accounts
  • Onboard new customers by guiding them through the kickoff process and ensuring proper implementation
  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Provide consultation on the use of wappier based on customers' specific use cases
  • Maintain high levels of customer engagement and satisfaction with a focus on loyalty
  • Partner closely with Sales Executives and other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Have intimate knowledge of the customers’ current use of the wappier platform and educate them on new features they are not using to possibly uncover new business opportunities
  • Create & refine existing customer onboarding assets, working closely with product marketing
  • Conduct regular on-site and / or remote solution performance reviews, report results and further engage the customer
  • Coordinate customer satisfaction surveys, drive customer references and case studies
  • Calculate & monitor Customer Success KPIs (e.g. customer & MRR churn, expansion revenue, NPS)
  • Requirements

  • Relevant work experience in a customer-facing customer success or consulting role, ideally in a SaaS / tech organization
  • Experience supporting & coordinating deployments with enterprise customers across thousands of users
  • Strong project management skills and demonstrated ability to leverage internal resources and stakeholders to execute against deadlines within a complex organization
  • Ability to build trust and rapport, and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-
  • to-day users of the software

  • Results-driven, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Organized and tidy you don’t like to have loose ends
  • Solid analytical skills and data-driven mindset, comfortable working with spreadsheets, models & analytics tools
  • Bachelor / Master degree in Engineering / Computer Science / Management Information Systems / Business (or comparable field).
  • If you have developed a mobile game and understand what Revenue Optimization is we accept that as a substitute

  • Fluent English, written and spoken most of the communication is done in English
  • Fun you need to be fun. Period.
  • THE IDEAL CANDIDATE WILL ALSO HAVE

  • Past position in a fast-growing Customer Success team, with hands-on involvement in shaping the CS practices, processes and toolset
  • Experience in an enterprise solution sales environment and ability to partner with sales executives in development and closure of sales opportunities
  • Experience with customer Loyalty & Retention Programs
  • Experience with the mobile gaming ecosystem and past position in either a mobile attribution or user engagement company
  • Affinity with Customer Success KPI calculations
  • Benefits

    At wappier we are growing our team with the vision of having top performers who contribute directly to the growth of the company.

    We offer :

  • Private health insurance plan for you and your dependents
  • €500 annual training budget allocated to certifications and courses of your choice
  • Stock option incentive plan
  • Wednesday lunches at the office
  • Work from home scheme
  • We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business needs.

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