Customer Success Manager
Description
Bazaraki.com is the biggest marketplace in Cyprus and the leader in Real Estate, Cars and General Classifieds. Every month more than 750,000 unique users view more than 45 million ad pages on Bazaraki.com. Our mission is to connect thousands of buyers with sellers around the country at our marketplace, at a secure and user-friendly platform that offers up-to-date, technologically and commercially services.
People are the key driving force of the business and we strive daily to build a powerful team with people sharing the same enthusiasm for eCommerce and Technology.
What we are looking for:
We are looking for an experienced Customer Success Manager to lead our Customer Success Team and drive the team's growth and development. A passionate individual in developing and strengthening relationships with customers and have a customer-centric approach and mindset. You must be willing to relocate to Cyprus.
Requirements
- +2 years experience as a Customer Success Manager or in a similar managerial role
- Proven track record of achieving customer satisfaction goals
- Fluency in handling customers under stressful situation and solving customer issues
- Significant engagement with retention and upsell activities
- Great leadership skills proven on the field
- Can-do attitude and ability to diffuse this approach and inspire team members
- Extreme attention to detail and ability to focus on what matters to the customer
- Exceptional organisational skills
- Excellent speaker of Greek and excellence in English, both written and verbal is mandatory
- Great verbal and written communication skills
- Strong results-oriented team player
- Self-driven personality with the capacity to be receptive to feedback
- Fluency with online services and ecommerce
- Work experience in digital services companies will be considered a plus
- Relocation to Cyprus is mandatory
Responsibilities
- Ensure that customers are satisfied by the service provided and resolution paths
- Strive to exceed customers' expectations by coaching and setting high levels, quality and professionalism of service
- Oversee the Customer Success Team
- Oversee daily Customer Success tasks and suggest process improvements
- Set and monitor Customer Success Team goals
- Ensure proper execution of tasks along with customer journey, including, onboarding, retention, upselling, etc.
- Collaborate closely with other teams to ensure coordination and visibility
- Analyse internal new requirements and suggest potential solutions, break them into specific tasks and allocate them to team members
- Establish internal process to assist in customers' interactions, recording and maintenance
- Communicate customers' insights and suggest potential improvements
- Cultivate holistic, Customer Success-centric approach, resulting in tangible actions and results
- Identify areas of customer growth and work closely with the Sales Team
- Acquire soon thorough knowledge of the product
- Be responsible for the hiring and onboarding process of new team members
- Train team members on new processes and tools
- Communicate comprehensively changes in policies and procedures to team members and ensure they are well-received and properly applied
- Prepare accurate Sales and Customers reports
- Ensure CRM is up-to-date, including all customer-related interactions and outcome
- Follow closely and be up to date with recent developments and updates in Customer Success field
Benefits
- Competitive salary package
- Attractive relocation package
- Work from home in Cyprus
- Work-related equipment (laptop, phone, etc.)
- Training & Development
- 21 days Holidays
This is a permanent full-time position working the core opening hours of the business, Monday-Friday from 9 am to 18 pm. It is a Cyprus based job and you will work remotely from home in Cyprus. Extended working hours will be sometimes required according to business needs.
We want to be able to attract the best and make sure you keep getting better.
Bazaraki.com is an equal opportunity employer. We want applicants of diverse backgrounds and hire without regard to color, gender, religion, national origin, citizenship, disability, age, sexual orientation, or any other characteristic protected by law. If you feel you have the skills and experience then don't miss out on this exciting opportunity.