Senior Customer Success Manager
职位描述 我们正在寻找一名高级 CS 经理，向运营负责人报告，以帮助客户方便日常运行。这个角色可以远程，位于欧盟或英国任何地方，定期前往我们在索菲亚市中心的 The Needle 建筑的办公室，需要国际旅行。它也可能是位于保加利亚索非亚的办公地点.Cashwave 正在迅速扩大，并将提供全面培训和支持来发展你在公司内的职业生涯。英语流利是至关重要的。主要任务：账户管理 ·负责现有账户的高水平客户满意度，确保高水平的客户帐户日常管理。·领导现有账单的增长战略，同时与高层高管和决策者建立强，持久关系。·领导谈判，创建和续订客户合同。· 升级，交叉销售和更新顶尖客户的账户，确保增长思维方式。·制定并执行所有账户的明确增长计划，并在必要时进行精细调整和重新发展。· 绘制和理解客户公司的组织结构，确保我们在客户的所有领域保持战略伙伴关系，以最大限度地发挥我们的根根每个帐户内 ·成为你直接或间接管理的所有客户的战略合作伙伴 · 做出公司信息传递专家并能够对全球策略的好处和影响进行高级别对话，包括查看现成结果以及 Cashwave 其他客户服务的例子故事 · 在一个高度可见的面向客户角色中扮演，需要卓越的口头和书面沟通技能 ·建立，发展和与内部管理层团队之间的联系 ·最大化所有账户的成功 · 始终遵守 Cashwave 核心价值观并成为团队真正的榜样 · 保持对 Cashwave ?? 的产品和服务的详细知识 · 与目录管理团队合作提供售后支持 · 支持运营服务经理创建定期报告以及定制预测和销售演示。·领导准备 Cashwave 在行业会议和活动上出席活动 · 与市场团队合作组织制作和分发月刊报纸和量身电子邮件以及产品
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Job Description
We are looking for a Senior CS Manager reporting to the Head of Operations to help facilitate the smooth day-to-day running of the client facing side of the business.
This role can be remote, based anywhere in the EU or UK, with regular travel to our office at “The Needle” building in central Sofia, with a requirement for international travel. It can also be an office-based position in Sofia, Bulgaria.
Cashwave is expanding rapidly, and full training and support will be given to develop your career within the company. Fluency in English is essential.
Main tasks: Account Management
- Responsible for the day-to-day management of Cashwave’s Tier 1 client accounts, ensuring high levels of customer satisfaction
- Lead the growth strategy for existing accounts while growing and building strong, long-lasting relationships with high level executives and decision makers
- Lead the negotiation, creation and renewal of customer contracts
- Upsell, cross sell and renew accounts for top customers ensuring a growth mindset
- Outline and execute a clear growth plan for all accounts while fine-tuning and redeveloping as necessary
- Map and understand the organisational structure of the customer company, ensuring that we maintain strategic partnerships across all areas of the customer, in order to maximise our “deep roots” within each account
- Become a strategic partner to all customers you directly and indirectly manage
- Be an expert in our company messaging and be able to have senior level conversations concerning the benefit and impact of global strategy including sighting results attained and example stories regarding other client services by Cashwave
- Serve in a highly visible, client-facing role which requires excellent oral and written communication skills
- Build, grow and liaise relationships between accounts and internal executive level team
- Maximise the success of all accounts
- Consistently live up to Cashwave’s core values and be a true role model to the team
- Maintain detailed knowledge of Cashwave’s products and services
- Work with the Catalogue Management team to provide after sales support
- Support the Operations Services Manager to create regular reports and customised forecasts and sales presentations.
- Lead the preparation for Cashwave’s attendance at industry conferences and events
- Work with the Marketing team to organise the creation and distribution of monthly newsletters and tailored e-mails plus the production of marketing materials for conferences and events
Key Requirements
- Professional written and spoken fluency in English, with excellent communication skills
- 3+ years of professional experience of managing multi-million Euro accounts, ideally in Customer Success, Account Management, Client Services and/or Business Development, preferably in the gift card or payments industries
- Evidence of a client first approach to Customer Success
- Previous experience of managing a CRM or customer/client database
- Proactive approach and positive attitude
- Organized, focused and with an attention to detail
- Ability to prioritize and manage time effectively
- Self-motivated person with an appetite to work in an international, fast-paced, entrepreneurial environment
- Knowledge of Microsoft communication tools: (Excel is a must) etc.
What we offer
- Partial remote work after initial onboarding period where in-person interaction is essential to get fully integrated
- Flexible benefits, and health care insurance
- Flat company structure and an international, diverse team spread across Bulgaria, Turkey, Canada, Spain, Colombia and Mexico.
- Opportunity to make an impact in shaping the future of a digital growth company
Additional information
We have a flat, transparent, no BS culture. Our product and technology team is 8 strong distributed amongst Sofia and Istanbul and we are committed to growing it.
At Cashwave you can grow quickly in a supportive environment and take responsibility for larger tasks and projects. We value critical thinking and getting the job done. Simple.
Cashwave is the fast and flexible instant digital gift card network in Europe and LATAM. Cashwave offers digital gift cards for over 600 leading brands in 48 countries and 18 currencies in Europe, Africa and LATAM via a single API connection.
We pride ourselves with our excellence and flexibility in delivery and our local presence - we have teams with boots on the ground in Sofia, Istanbul, Madrid, London, Bucharest, Athens, Bogota and Mexico City.
Originally posted on Himalayas