Arbetsbeskrivning
Funnel is growing rapidly, and so is our Customer Success team! As a Customer Success & Community Manager, you will have the opportunity to become a true advocate and help world-class marketers handle, analyze and optimize their data. If you are familiar with one-to-many customer success, love to solve for customer outcomes, want to harness the power of customer community, and want to be part of a fast growing scale-up – this is the chance for you!
The Scaled Customer Success team is responsible for managing a high volume of customer relationships at scale. It delivers value to customers by leveraging automations and one-to-many communication channels and the human touch is applied on key moments that matter in the customer journey to generate low friction customer account growth. This role manages customer facing projects, and will also own our customer community program from inception to execution. Primary focus will be on our Scaled customer base, but will serve the full customer base of Funnel.
What you will do
To be successful in this role at Funnel you are passionate about understanding the customer’s business, how they get the most value, and ultimately helping customers be successful in building a world-class Business-Ready Data setup. As part of the role, you will work to establish a peer to peer community of Funnel customers, thus promoting a shared knowledge base and driver for success to contribute to growth, retention, and expansion among our customer base. You will start creating a customer community through different channels; ideas forums, knowledge sharing, user groups, customer advisory boards, events, etc. You will inspire customers through thought leadership and discussions on different topics. You will seek to discover new ways to dazzle our customers, and ideate, implement, and iterate on current and future customer facing projects and initiatives.
Some day-to-day responsibilities:
- Enable customers to identify, communicate and over-achieve their goals
- Create value for customers and ensure customers feel valued
- Help customers get on board and up-and-running with the Funnel products
- Mitigate churn and downsell risks
- Help the Customer Success team to continuously improve ways of working through in-team and cross-team collaboration
- Maintain an active role in customer communities, customer advisory boards, and other projects.
- Collaborate closely and feed insights to other departments and teams ,ie; collect customer and user needs and feed those insights to Product and development.
Who you are
- Relationship builder - you are passionate about understanding our customers business, desired outcomes, and helping them be successful at what they do.
- Detail oriented - you take pride and ownership in your projects, and have a natural ability to coordinate and steer complex situations, projects, and tasks.
- Analytical - you actively listen to internal and external stakeholders as well as feel comfortable digging deeper into data to generate insights.
- Strong communicator - you are able to create rapport with customers quickly and can communicate objectives and needs clearly when managing cross-departmental projects.
- Effective time manager - you are able to switch contexts and restructure priorities depending on urgency in a dynamic environment.
- Team player - you prefer a collaborative work approach and put the team’s success before your own.
Skills and experiences:
- 2-5 years of experience in a one-to-many client-facing and relationship-building role, for example as a Customer Success Manager, Customer Community role or similar.
- Experience working with digital marketing data or other types of data such as CRM/ERP/SaaS
- Ability to manage multiple projects and adapt to business needs.
- Understanding the nuances of digital relationships and automated engagements