Customer Success Manager

MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.

- Build and setup processes for customer success using industry best practises for SaaS
- You’re the face of our team as you’ll be building great customer relationships, and managing incoming calls and customer inquiries over email and instant messaging,
- You’ll enjoy working with our customers to empathise and resolve technical, billing or general support queries with a smile,
- You’ll proactively engage newly onboarded customers by ensuring that they’re making the most out of our features,
- You are able to notice trends among customer issues and communicate those to the Engineering & Product team,
- You can help us brainstorm and problem-solve ways we can improve our customer experience and implement those initiatives.
- Taking ownership of accounts and managing their onboarding, success, retention, and renewal processes
- Consult regularly with clients to fully understand their needs and actively solve pain points.
- Respond quickly to customer-submitted questions and requests
- Maintain portfolio and monitoring analytics, reports and KPIs
- Solicit references, referrals, and testimonials from customers
- Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offering/features
- Manage the customer renewal process and identify upsell opportunities

Experience with Inside sales + account management is a plus!

This is a remote position which requires about 2 to 4 hours a day. You are expected to work by taking complete ownership.

Mandatory information to be sent during application 

1. Expected Hourly rate (Take into account this is a long-term position)
2. Number of hours available per week
3. Timezone and schedule of availability (example 10 am est to 2 pm est)
   
4. How soon can you get started
5. List of software with which you have experience working with 
6. Any additional skills which we should know about