German speaking 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 soundproof office pods and private spaces - now it’s time to make Framery famous for the digital side of them.

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 fulfils the promises made in our marketing efforts. It’s all about the 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 forward from the sales funnel, towards renewals and new product purchases.

 

Basic responsibilities and job duties in the role:

  • Work together with our customers, developing relationships that promote retention and loyalty. Your most important task is to find out what are the desired outcomes from Framery products and how you can help your customers to achieve them.
  • Onboard new customers. Ensuring that the customer succeeds with our products and digital services by coaching them on best practises and managing deployments.
  • Nurture existing customers. Improving customer lifetime value by executing customer retention strategies that create happiness and keep customers buying our brand.
  • You are accountable for meeting and exceeding service sales revenue goals for assigned customers. 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 customers by establishing a deep knowledge of our products  and the digital services.
  • You manage customer feedback and create insights to key stakeholders and product/concept owners. You are the voice of our customers inside Framery.
  • For your assigned accounts, you are responsible for the quality and reliability of the Customer Master Data, which serves as input for the design of new processes and strategies.

 

Our ideal candidate…

  • Has fluent German adn English proficiency, spoken and written
  • Has minimum of 3 years experience of managing own customer portfolio
  • Understands the concept of Customer Success Management and has passion for customer experience that exceeds expectations.
  • Has excellent interpersonal skills. Confident performer with strong intuition to understand who the recipient is and change the approach based on the personality, situation and desired result.
  • Has an internal desire to be on top of things and tasks. Great prioritisation and self-management skills. Ability to differentiate between things that must be done with maximum effort from things that can be done with less effort to reach desired outcomes.
  • Is a result oriented person with great problem solving skills and good technical understanding.
  • Strives to continuously improve the daily work and demonstrate a willingness to learn and implement best practises together with the team. Won't be afraid to give up the good to go for the great.
  • Has the ability to react quickly in unexpected situations and adapt smoothly to change.
  • According to the current hybrid model in use, has the ability to work with the team at Framery’s office in Tampere approx. three days a week. 

 

What we offer:

The team of Value-Added Services is a part of the Digital Offering & Services function and we work in close cooperation with our Sales Representatives from all over the world. Together with other Customer Success Managers, you will ensure the success of our customers while our Operations Development Specialist makes sure that systems and metrics support your work in the best possible way. The working language of the team is English.

As our journey into the software business has only begun, you have an excellent opportunity to jump in and be an important part of the digitalization of the soundproof office pod market - creating a new standard for exceptional customer experience. Read more on our Career site what makes us Framery and what you'd get when joining us. Have a look at some career stories and meet some of the Framerians, too. 

 

Interested? We’d love to hear from you as soon as possible. Please send your application by the 25th of January 2022. 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:

  • 10th of January 9.00–9.50
  • 12th of January 15.00–15.50
  • 17th of January 9.00-9.50
  • 19th of January 11.00–11.50
  • 21th of January 11.00–11.50
  • 24th of January 14.00–14.50

 

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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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