Customer Success Manager, Pool-EMEA
5 dagen geleden

Responsibilities :

  • Effectively manage the overall success and retention of a shared book of accounts (pooled) by building, improving and establishing processes to engage customers through 1 : many communications efforts
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart
  • Develop and maintain expert knowledge on the features, benefits, applications, and technical configuration of Lucid’s products and partner applications
  • Leverage technical knowledge of Lucidchart and its partner applications to assist in resolving technical errors and configuration
  • Serve as the primary interface with customers to manage and resolve any critical situations that may arise within pooled accounts
  • Establish a foundation for success with each new account through technical and strategic onboarding processes that include account configuration, product and best-practices training, end-user awareness campaigns, and other change management activities
  • Perform periodic business reviews with customers to confirm customer satisfaction, resolve technical issues, and continually drive successful product adoption
  • Continually work with accounts to support ongoing successful adoption of Lucidchart
  • Drive cross-functional initiatives that improve the overall customer experience and lead to greater satisfaction and loyalty
  • Attain set quarterly customer success targets
  • Requirements :

  • Bachelor’s degree with strong academic performance
  • Outstanding task management skills in a fast paced environment
  • 0-2 years of experience, preferably in a client-facing or technical role
  • Bias towards finding solutions vs. shutting down ideas
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
  • Strong organization and project management skills
  • Fluent in English
  • Preferred qualifications :

  • Technical aptitude and passion to become a subject matter expert on Lucidchart and related domains
  • Empathy and a passion for problem solving
  • Ability to thrive in a fast-paced, start-up-type environment
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