Develop a deep understanding of your customer’s’ business requirements, industry challenges, and goals
Gain a strong understanding of how our customers are using iREMS in order to maximize their adoption, provide best practice solutions, and ensure account retention and growth
Develop and manage a portfolio of core customers, working to identify new expansion opportunities and close upsells and renewals
Facilitate customer onboarding and training
Leverage internal business analytics tools to assess customer adoption and potential churn risk. Create and implement customer success plans for at-risk customers.
Provide high-level support - Monitor support tickets and flags anomalies (frequent, recurring problems, etc.). Perform defined customer support activities from time to time, to round out your skills and product knowledge; improve customer relationships by providing timely and accurate responses to their inquiries
Participate in business backlog review to report discovered problems/bugs and to understand problems discovered elsewhere
Accelerate new user adoption through functional and conceptual instruction and provide continuous education on new feature enhancements
Be the voice of the customer internally and build a strong working relationship with the product team to provide customer feedback and ensure customer success - Regular status calls - weekly, bi-weekly or monthly
Build trust by providing responses to questions, concerns, and feedback in a positive, concise, and empathetic manner, escalating internally when appropriate
Recognize customer trends and collaborate with internal teams on solutions to improve the customer experience maintaining a continuous improvement mindset
Report regularly to internal stakeholders on various customer success metrics
Document the business relationship and internal performance reporting - Keep client project documentation up-to-date (in CRM, Academy Client Projects and Alfresco)
WHAT YOU NEED
Minimum BSc and 3 years of work experience
Strong logical, analytical and financial skills, accuracy in numbers and the ability to follow methodology / procedure
Fluency in English, both written and spoken (any other advanced language skill is considered a plus)
Advanced Excel modeling skills are an advantage
Self-motivated personality and problem-solving skills, can-do attitude - having the mindset of taking the extra mile to engage customers
Well organized with excellent time management skills
Interpersonal savvy with strong communication and presentation skills
Customer success-, account management, consulting, solutions engineering, or related fields
Worked with data management business systems such as CRM or ERP
Tasks and activities related to Financial Reporting
Regular training and development opportunities
Use of cutting-edge agile software development methodologies
International work environment
Solution-oriented company culture
Regular team buildings - engaging with our dedicated and motivated team, maintaining a strong team spirit
The Customer Success Manager (CSM) is the liaison/advocate between our customer and our internal teams at iREMS.
If you are a motivated team player, an efficient self-starter that requires minimal supervision, and able to handle ongoing changes in a multi-tasked and high-energy environment , please send your English CV and Cover Letter (optional) to firstname.lastname@example.org
iREMS International AG creates one of the leading Real Estate Management Software Platforms for customers in Central and Western Europe. We are an experienced, dedicated and enthusiastic team. We like to think outside the box, to listen to our customers and we are passionate about delivering great software solutions. Tired of the slow pace and limited work scope in large multinationals? We are a high-paced, international startup where your contribution counts everyday!
Our culture is one-of-a-kind, with a strong focus on giving our employees what they need - things like competitive pay, a casual work environment and carrier growth opportunities, - so we can satisfy our clients' needs. We believe every contact is an opportunity to deliver not only the right solution, but an amazing customer experience as well. You can find out more about our cultural values here.
We have offices in Stansstad (Switzerland), Budapest (Hungary) and Oradea (Romania).
Applications will be reviewed on a daily basis and only candidates that meet our specific criteria will be contacted for scheduling an interview.