Zyte is hiring a
Strategic Customer Success Manager, Remote - Portugal

Summary

The job is for a Strategic Customer Success Manager at Zyte, a remote-first company that provides web data extraction tools. The role involves ensuring customer success, coordinating with various teams, and identifying opportunities for growth and improvement.

Requirements

• 3+ years demonstrated success in an Account Management, Pre-Sales or Customer Success role
• Technical background, or experience supporting technical software solutions
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers’ success and adoption of Zyte's products
• Proven track record of achieving results while balancing demanding expectations
• High levels of organization in your workflows - you understand what it means to own a customer portfolio and to prioritize and manage your time efficiently
• Previous experience with one or more CRM, CSM, Analytics & Automation Tools would be an advantage. i.e. Salesforce, Intercom, Gainsight, Totango, Natero/Freshworks, Mixpanel, Pendo etc
• A passion for teamwork and collaboration - you'll be working with multicultural and multidisciplinary teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the Customer Success "brand" across our entire organization
• Excellent written, verbal, presentation and interpersonal communication skills
• Ability to work independently and as part of a remote team

Responsibilities

• Act as a day to day point of contact and first point of escalation for customer concerns
• Customer advocate representing customer needs across any internal Zyte team
• Coordinate / drive customer technical requests or issues that sit with any Zyte team
• Partner with teams such as Product, Support, Sales, Delivery in pursuit of delivering excellent service to our customers
• Avoid escalations by providing timely information and resolution to customer issues
• Proactively identify and implement CX improvements through regular reviews of service for this customer
• Deliver a formal status update regularly, reporting on all aspects of service that Zyte provides
• Ensure a consistent customer NPS resulting in successful retention of this customer
• Work with Sales teams on renewals and on proposals for expanding our footprint
• Successfully onboard and retain our customers by driving programmes of adoption to maximise the value customers get from our products
• Actively identify and develop new customer opportunities
• Proactively identify customers who may not be succeeding, and work with them to understand their challenges, improve their experience and retain their business
• Identify client issues that cannot easily be resolved and escalate these for additional support as needed
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs
• Help to develop and implement best practices, processes, and tools to continually enhance Zyte's Customer Success Program