Overview

Our client is the leading e-commerce marketplace in Cyprus and they are looking for a Customer Success Manager to join their team.

They are looking for an experienced Customer Success Manager to lead their Customer Success Team and drive the team’s growth and development. You will be a passionate individual in developing and strengthening relationships with customers and have a customer-centric approach and mindset.

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
Relocate in 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
Attractive relocation package
21 days holidays
Technical equipment and internet connection
Ongoing training and development

Working hours:
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.

TO APPLY for this job opportunity, send your CV (in English please) to [email protected] and include the reference:  Customer Success Manager – VAC-D1046. We look forward to hearing from you!

 

About StaffMatters Recruitment Specialists

StaffMatters is a leading recruitment agency based in Limassol, providing hundreds of clients across Cyprus with top candidates for all their job vacancies. If you are looking for a job, whether you are a new graduate or a senior executive, we recruit for vacancies across the whole spectrum. Contact our professional and enthusiastic recruitment team to help you land your dream job.