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Senior Customer Success Specialist (ButterCMS Team)

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

Poland

Offer summary

Qualifications:

Experience in customer support or success roles., Understanding of SaaS products and API-based platforms., Strong analytical and problem-solving abilities., Excellent verbal and written communication skills..

Key responsabilities:

Manage inbound customer support messages and emails.
Conduct onboarding, implementation, and training sessions.

Tiugo Technologies Scaleup https://www.tiugotech.com/

51 - 200 Employees

See all jobs

Job description

A modern alternative to WordPress, ButterCMS is bettering the way teams build websites and apps.

We’re a SaaS startup that delivers value to Developers and Marketers through a headless, API-based CMS (Content Management System) and blogging platform. Butter is a developer-friendly CMS that enables developers to build modern apps while also providing their marketing teams with the tools needed to make website content updates. Our Software Developers and Marketers customer base comes from a widely varied set of industries.

We are part of Tiugo Technologies, a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency, and scale their business. Tiugo contains a suite of brands that are API-first, market-leading developer platforms focused on content creation and digital collaboration. Tiugo’s current family of brands includes CKEditor, TinyMCE, ButterCMS, and Uploadcare.

Together our products have powered millions of software applications and websites. Enabling content and communication in everything from Microsoft to NASA, you might not know our name, but you’ve probably used our software.

Your Role

This role is responsible for managing inbound messages from all of our customers as well as maintaining their own book of business.

To support our global users and collaborate effectively with the US team, this role will work adjusted hours. Candidates should expect to work 10am - 6pm CET.

Breakdown:

20% Chat/Email support for the ButterCMS Userbase
30% Admin Tasks/Projects

30% Customer Calls
15% Call preparation/planning/Follow up
5% Internal Meetings (1:1’s, Team Meetings, Product Feedback, Trainings)

Key Responsibilities:

Manage and respond to inbound customer support messages and emails via intercom.
Driving customer success by aligning with customer goals throughout the organization by monitoring relevant customer metrics goals and keeping account overviews.
Communicating with customers based on segmentation and business approach (low-touch, tech-touch, high-touch).
Conducting onboarding, implementation, and training sessions as required.