Customer Success Manager

We are now looking for a Customer Success Manager to join our Team that is responsible for the sales and customer success operations of Value-Added Services. Framery is known for its high-quality office phone booths, pods and private spaces, and now we want to make sure that Framery will be famous for the revolutionary new digital service, Framery Connect.

We can do this by making sure the customer's experience using our products and digital services is as great as our sales process and fulfills the promises made in our marketing efforts. On top of that, we will give customers amazing Framery experience with proactive communications and prompt support actions - with delightful little details that seals the deal. It’s all about customer journey, the process of figuring out the best way to interact with customers at each stage of a customer's journey in order to continue moving them through the sales funnel, towards renewals and new product purchases.

 

Basic responsibilities and job duties in the role

  • Work in close cooperation with our customers, developing relationships that promote retention and loyalty.
  • Onboarding new customers and making sure the promised value is delivered. Ensuring that the customer succeeds with the product and service by coaching them on best practices, ensuring desired outcomes and by managing deployments.
  • You are accountable for meeting and exceeding service sales revenue goals for assigned accounts.
  • You secure and close renewals by identifying risks of losing recurring revenue as well as identifying revenue growth opportunities.
  • You provide prompt answers and solutions to any support request made by your customer by establishing a deep knowledge of our products, Framery Connect service and the digital features.
  • You manage customer feedback and create insights to key stakeholders and product/concept owners. You are the voice of your customers inside Framery.

 

Our ideal candidate

  • Fluent English proficiency (spoken and written) and strong German language skills.
  • Minimum of 3 years experience of working in customer interface.
  • Ability to work with the team at the office about three days a week.
  • Experience with CRM systems / Customer Success Management softwares.
  • Willingness to take full responsibility for assigned customers: genuine ownership and independent working style.
  • Strong interpersonal skills (spoken and written). Great listening skills make sure you gain the respect and trust of your customers.
  • You know how to use data, different systems and tools effectively to support your daily work and decisions.
  • Result oriented person with great problem solving skills. Ability to react and adapt quickly in unexpected situations.
  • You strive to continuously improve your daily work and demonstrate a willingness to learn and implement best practices.

 

What we offer

Team of Value-Added Services is a part of the global sales function and we work in close cooperation with our sales representatives from all over the world. Together with two other Customer Success Managers, you will share the customer accounts while our Operations Development Specialist makes sure that systems and metrics support your work in the best possible way.

As our journey into the software business has only just begun, you have an excellent opportunity to jump in and be an important part of the digitalization of the soundproof office pod market and creating a new standard for exceptional customer experience.  

As experts of happy workplaces, we also take the well-being of our employees very seriously and you will have multiple ways to ensure a work-life balance.

 

Interested?

We’d love to hear from you as soon as possible. Please send your application by the 27th of September 2021. Applications sent through the link will be added to our recruitment system, which is our primary channel when recruiting new co-workers, so please do not email the application.

If you have any questions or you would like to have additional information about the position, please contact Business Manager of Value-Added Services Sini Myllykoski (+358 40 661 2499) during the following hours:

  • 6th of September 11.00–12.50
  • 9th of September 10.00–11.50
  • 13th of September 14.00–15.50 
  • 15th of September 11.00–12.50
  • 21th of September 14.00–15.50
  • 23th of September 11.00–12.50

Please respect the given time slots.

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Employment type: permanent, full time

Framery

Framery – Serious about happiness.

Happiness is the reason why Framery exists and is at the heart of everything we do. Our products including pods, phone booths and soundproof private spaces solve noise and privacy issues in open offices, making employees happier and more productive, and saving time, space and money. Today over 40% of Forbes top 100 companies have happier workplaces because of Framery Pods, and the number is growing fast.

Location: Patamäenkatu 7 33900 Tampere
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