Customer Experience Manager

Summary

Join GetResponse's Customer Experience Team as a Customer Experience Manager, serving as the primary contact for MAX customers. You will proactively engage clients to enhance product adoption, gather feedback on GetResponse tools, and provide innovative solutions. This role involves building strong customer relationships, monitoring satisfaction levels, and providing expert product support. Responsibilities include managing customer success planning, defining goals and metrics, and collaborating with internal teams. The ideal candidate possesses excellent communication and problem-solving skills, fluency in English, French, and Polish, and prior experience in customer-facing roles. The position offers a competitive salary, performance bonuses, and various benefits, including a hybrid work model, home office setup bonus, private medical care, and flexible working hours.

Requirements

• Excellent command of English, French and Polish (min. C1 level each)
• Permanent residence in Poland
• Previous experience in customer service / customer success / other customer facing roles where building business connections was required
• The ability to build and maintain long-lasting relationships with customers
• Proactive approach and self-organization skills
• Superb verbal and written communication skills
• Strong analytical and problem-solving skills
• The ability to work independently and in a team

Responsibilities

• Building and maintaining strong relationships: develop and nurture relationships with key customers to understand their business needs and goals, act as a trusted advisor
• Elevating customer satisfaction, retention and product adoption: monitor customer satisfaction levels and proactively address any concerns or issues. provide solutions, and drive value from GetResponse MAX
• Providing product expertise and support: provide ongoing support via phone, email and meeting software for top valued customers
• Managing customer success planning: define clear goals, milestones, and success metrics in partnership with customers; regularly review progress and provide recommendations for improvement or optimization
• Managing cross-functional collaboration: collaborate closely with internal teams such as Sales, Marketing, Product, and support to ensure a seamless customer experience

Preferred Qualifications

• Experience with SaaS applications
• Experience in project management
• Familiarity with CRM systems

Benefits

• We work in a hybrid model for those based in the Tri-City area; employees based outside the area work fully remotely
• Home office set up – a one-time bonus for a maximum of 1000 PLN (or equivalent) to help set up your home office space
• Private medical care for employees and their family members
• Employee referral program – up to 10 000 PLN for recommending a friend
• Corporate life insurance
• Employee pension program (PPE)
• Flexible working hours and no meeting days – we want to help you adjust your schedule to your activities
• Wellbeing and mental health culture – mental health helpline, sport card etc
• Modern equipment – most of our teams work on MacBooks
• English classes
• Internal initiatives like webinars, knowledge-sharing sessions, and more!