About Us
Compensation is more than a paycheck, and traditional approaches don't adequately reflect it or the way people work today.
We're on a mission to change that. We see compensation as everything a company gives its people in return for the work they do. It should be easier to understand, offer, manage and spend.
Long-term, we're working towards becoming the place where compensation happens and is managed by those who award and receive it. We're on our way to coining the term "Compensation-as-a-service".
We’re proud to be backed by leading European VC funds, having raised over €20 million.
Job Summary
This vital role is designed for a strategic thinker and relationship builder who excels in both nurturing existing accounts and identifying opportunities for expansion. As a key player in our Customer Success team, you'll be instrumental in ensuring our clients achieve their goals with Coverflex, driving satisfaction, retention, and growth within the Portuguese market. If you're passionate about delivering exceptional customer experiences and are ready to make a significant impact in a dynamic, innovative environment, we want you on our team. Dive into the world of Coverflex and help us elevate our customer success to new heights.
Why you, why now?
In a time when customer expectations are higher than ever, your role is critical in not just meeting but exceeding these expectations, thereby directly influencing our growth and success in Portugal. Join us now, and let's elevate the customer success journey together, making this the perfect moment for you to impact our trajectory and solidify your place as a key contributor to the Coverflex story.
About You
- 3+ years of experience in Customer Success, ideally within SaaS environments, with a preference for backgrounds in HR, Insurtech, or Fintech sectors.
-
Portuguese Native speaker and fluent in English (internally, we communicate exclusively in English).
- Demonstrated ability to manage and grow key accounts, ensuring high levels of customer satisfaction and identifying opportunities for upselling and cross-selling.
- Experience in onboarding, training, and supporting customers to maximize their success with the product.
- Team-oriented professional who thrives in collaborative environments but can also independently drive results.
- Strong track record of building and maintaining strong, long-lasting customer relationships, with a knack for turning challenges into opportunities for enhancement.
- Adaptive and agile in fast-paced environments, with a proactive approach to problem-solving and innovation.
- Deep commitment to understanding customer needs and aligning product and services to contribute to customer success.
Nice to haves
- Experience with CRM tools like Hubspot and Customer Success Platform like Vitally.
- Data Analysis Skills and industry network in HR/tech.
- Insightful knowledge of the Portuguese market dynamics, particularly in HR/Finance Tech, is highly advantageous.
The Role
On a typical day, you would...
- Manage a portfolio of accounts, acting as the main point of contact and building strong, long-lasting relationships.
- Conduct regular Strategic Business Reviews (SBRs) with our accounts ensuring their success and satisfaction.
- Monitor account Key Metrics and NPS responses to proactively address any issues and ensure a high level of customer satisfaction.
- Monitor product usage data to identify accounts with low engagement or usage levels and initiate actions to support these accounts.
- Develop and execute account-specific success plans that align with customer objectives and maximize product usage
- Identify and pursue upsell and cross-sell opportunities within your accounts, working closely with other teams, such as Insurance.
- Provide feedback to product based on customer insights to help shape future product developments.
- Manage and follow up on escalations, ensuring that customer issues are resolved promptly and effectively.
- Conduct training sessions for both managers and employees of new accounts, tailored to their specific needs and products subscribed.
- Monitor and track the progress of account onboarding, identifying any delays or issues and taking corrective action to keep the process on track.
- Assess product usage data to identify accounts with low engagement or usage levels and initiate retraining sessions to re-engage and support these accounts.
Salary range
Our offers are based on the annual salary cost for the company and for this position, we have a budget of 35.000€ to 45.000€.
Translating to everyday language, it would be a total gross package of 26.000€ to 34.500€ (plus variable compensation and other benefits).
The stages for this hiring process are:
- CV Screening
- Pre-Interview quiz
- Interview with Head of Customer Success
- Interview with People
- Challenge with the Customer Success Team
- Interview with Country Manager Portugal
- Interview with CEO
Equal opportunity employer:
Coverflex is an equal opportunity employer. All applicants will be considered and analysed regardless of ethnicity, religion, gender identity, sexual orientation, national origin, age, or disability status.
