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Senior Customer Success Manager (based in Madrid) in Madrid


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Job Description

Whisbi is the global #1 provider of a mobile-first digital commerce platform that combines live video, chat, voice and chatbot functionalities to increase sales conversion and boost live engagement. Whisbi won the GLOMO AWARD at the Mobile World Congress 2018 for the BEST MOBILE INNOVATION FOR MOBILE COMMERCE.

Our digital commerce solution drives personalized interactions and improves customer engagement. It enables brands to connect with their online audience in real-time and defies traditional marketing limitations, giving brands the capability to reach online audiences at scale.

Our customers include global brands in telco, automotive, insurance and banking sectors, among others, who are using Whisbi to build winning customer experiences online. Whisbi’s all-in-one, software-as-a-service gives marketers the opportunity to add a layer of interactivity and personalization to their websites and online marketing campaigns while enabling sales and e-commerce executives to increase conversion rates quicker and more efficiently than ever before.

As a Customer Success Manager, you’ll handle strategic account management, customer operations, and help develop practices to ensure Whisbi’s ability to scale. You will be part of an international team of professionals striving to keep our customers happy, increase the Whisbi solution usage, and ensure renewals.

This position requires a driven and talented professional with strong customer service capabilities; a collaborative work ethic; shown problem-solving skills; and a positive and professional demeanor.

About the role
Provide an extraordinary customer experience and help drive the ongoing engagement strategy
Drive customer satisfaction to support renewals, upsells and key accounts
Maintain the tools used by our team, and supports ongoing projects and initiatives
Report and improve key customer success & team metrics
Coordinate with internal stakeholders in supporting customer needs
Help cultivate customers as references and case studies, and partners with other teams to continually improve the customer experience
Partner with Sales on cross-and up-sell opportunities while maintaining the trusted advisor relationship with customers

About you

A self-starter and leader with an interest in the marketing or high tech sector, a problem solver and strategic thinker with a customer first mentality, and a consistent record in delivering extraordinary customer support. Your skills and accomplishments to date should include the following:
Spanish: native level / English: Fluent
BA/BS degree
Relevant experience; you’ve seen Customer Success operate at scale
Proven experience working across teams including Sales, Support, Engineering, Operations and Marketing
Experience leading client relationships and building relationships with senior personnel. Marketing Environments is a plus.
Willingness to roll up your sleeves and get into the details of the business, lead customer accounts, and drive the business to hit our goals
An understanding of metrics: know what drives your customer’s business and how it affects ours
Experience using Salesforce and other CRM solutions. Experience with a CS specific solution is a plus.
Experience working in SaaS companies, specifically in a smaller environment
Capability to support internal software solutions, especially CRM or Customer tools.
A strong process-building mindset and ability to balance competing priorities.
Excited to work in a smaller team startup environment and support a rapidly growing team
A passion for delivering customer satisfaction
Excellent analytical, critical thinking, and problem solving skills

Our Benefits
Be part of a fast-growing and ambitious company
Opportunities for international career progression within the organization
Competitive salary
Flexible & Remote work
Tax-free benefits
Gym sponsorship
Online training platform - during all year
A company culture that likes to work hard and play hard. We like to have fun!

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The candidate must be available to work full time at our Madrid office. International candidates must already have relevant work permits/visas.

*We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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