Customer Success Manager - Finland

Customer Success Sweden


Description

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...


Customer Success Managers at Optimizely are the customers advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As CSM you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the life cycle.

As Customer Success Manager, you will:

  • Implement and ensuring a ‘white glove’ service for our customers
  • Address risks of client churn with senior management
  • Introduce new products and services to our customers
  • Regularly share expertise with the team to support continuous learning and improvement
  • Analyze data, discover compelling insights and develop action plans to achieve goals
  • Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
  • Develop and maintain a customer success management plan, and to execute against that plan
  • Do consulting and training customers to leverage the best of Optimizely’s solutions to optimize the customer’s ROI
  • Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company’s services and additional products
  • Drive excellent customer satisfaction by understanding and over-delivering against Customer expectations
  • Maintain customer success targets through contract renewals, growth and lead generation
  • Full management of the customer renewal process
  • Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPI’s
  • Pro-actively reporting back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
  • Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value
  • Collaboratively work effectively with and across other departments, especially the sales team
  • Maintain an active course of self-development in Optimizely & Industry developments
  • Travel to customer locations when necessary (not applicable in Covid-19 times)

About you:

  • Relevant customer success and or account management experience in a software company
  • Excellent written and verbal communication skills in Swedishand English (+ Finnish/Norwegian for FIN/NO positions)
  • Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
  • Strong conflict management and conflict resolution skills
  • A passion for people, able to use your initiative and willing to go the extra mile
  • Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
  • Track record of achieving targets in a solutions environment
  • Ability to work well under pressure, while retaining focus and composure
  • Ability to communicate technical/ business issues and solutions clearly and confidently
  • Ability to understand, communicate and interpret best practice digital marketing techniques
  • Confident; self-motivated and driven to achieve

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.