SupportYourApp — штаб-пәтері Украинаның Киев қаласында орналасқан, клиенттерге қызмет көрсетуді аутсорсинг арқылы ұсынатын жаһандық компания. Компания әлемнің түкпір-түкпіріндегі бизнеске 60-тан астам тілде тәулік бойы клиенттерге қызмет көрсету, техникалық қолдау және бэк-офис процестерін аутсорсингке беру қызметтерін ұсынады. Оның командалары эмпатияға негізделген қызметті құрылымдалған операциялық процестермен және арнайы QCRM платформасымен үйлестіріп, клиенттерге бірнеше байланыс арнасы арқылы қолдау көрсетеді. SupportYourApp Calm, MacPaw және SplitIt сияқты технологиялық компанияларды қоса алғанда, 250-ден астам бизнеске қызмет көрсетеді және қауіпсіздік тәжірибесін PCI DSS пен ISO/IEC 27001:2013 стандарттарына сәйкес жүргізеді.
Customer Success Manager, French and English — Remote in Algeria
Manage B2B SaaS customer relationships for SupportYourApp, driving platform adoption, satisfaction, KPI analysis, and product feedback. This remote role supports customers while partnering with Product and global Customer Success teams.
Сипаттама
- Manage relationships with key stakeholders across small-business clients
- Plan and lead monthly to quarterly Operational Reviews
- Identify improvements that increase platform usage and adoption
- Track client activity and operations, escalating risks and addressing issues proactively
- Develop high-level strategies and target operating models that support lasting adoption and satisfaction
- Evaluate platform and customer KPIs to inform data-driven decisions
- Advise customers as a functional and strategic partner on achieving business goals
- Resolve customer issues proactively and maintain timely follow-up
- Collaborate with Product teams on market requirements and product development
- Work with the global Customer Success team to exchange best practices and improve the function continuously
- SupportYourApp provides secure customer and technical support as an Intelligent Support-as-a-Service provider for technology companies and industry leaders
Талаптар
- Fluent spoken and written French and English at C1 level
- Experience in Customer Success, client relationship management, or consulting, preferably in B2B SaaS
- Strong customer relationship and communication abilities with a customer-first approach
- Experience managing projects and leading Quarterly Business Reviews
- Strong analytical capabilities across data analysis, reporting, KPIs, and metrics
- Proactive problem-solving approach with a strong execution mindset
- Ability to perform effectively in a fast-paced international startup or scaleup
- Highly organized, detail-oriented, resourceful, and adaptable
- Willingness to attend customer video calls with the camera enabled
- Personal laptop or computer with at least 8 GB of RAM
- Reliable internet connection with at least 50 Mbps download and 40 Mbps upload speeds
- Spanish or Italian language skills are an advantage
- Experience serving small B2B SaaS customers is an advantage
- Experience with SaaS adoption, customer value realization, and product engagement is an advantage
- Experience advising customers on business processes and improvement opportunities is an advantage
- Experience in an international, multicultural workplace is an advantage
Артықшылықтар
- Fixed Monday-to-Friday schedule from 9 AM to 6 PM UTC
- Inclusive international work environment
- Compensation paid in USD
- Bonuses for successful employee referrals
- Paid intensive training and probation period
- Work-life balance
- Responsive management focused on professional growth and long-term collaboration
- Supportive conditions for self-development
- Home office arrangement
- Personal laptop or computer and stable internet connection required for remote work
- Engagement agreement defines potential benefits and conditions, with eligibility varying for independent contractors