Customer Success Manager

Customer Success Manager

This is a challenging opportunity for a talented Customer Success Manager who would like to support our team, based in Barcelona, driving the best solutions for Enterprises.

Whisbi is how the world's biggest companies are starting sales conversations with their customers. 

Whisbi has been shortening sales cycles for large enterprises for ten years, by delivering conversational solutions that engage customers in the exact moment a sales decision occurs.

Whisbi's solutions blend voice, messaging and video communication, with AI and conversational expertise in specific industry verticals. What this means is that companies can quickly build sustainable sales flows around complex organizations and business rules. 

Global enterprises such as AT&T, Vodafone, Toyota, Hyundai and Sky trust Whisbi to coordinate their assisted and unassisted sales. Whisbi is always the channel with the highest close rate.

To cut to the chase, this is what we do: 


About the role 

As a Customer Success Manager, you will be the face of Whisbi to our customers, helping them to reach their KPIs as they expand their online sales capabilities using Whisbi’s conversational sales solutions. You will have both tactical and strategic interactions on the account and will interact with stakeholders at many levels (from individual contributors up to commercial decision-makers) to ensure retention of your accounts. You will monitor success metrics across your portfolio and plan recommendations to help both Whisbi and the customer to scale the frequency and intensity of their usage. You will be part of an international team of professionals striving to lead our market segment globally by keeping our customers performing and most of all, happy.

About the team

Whisbi provides deeply integrated online sales solutions based on conversations. We serve customers in 27 countries, with full software support in 11 languages. We have an international Customer Success team with members based in the USA, Spain, Germany, Israel, and New Zealand. We are headquartered in Barcelona, Spain.

What you'll be doing on the team

  • You will start by getting full training on our market, our customers and our technology so that you can be confident with your customers.
  • You will shadow one of your colleagues to get acclimatized to the processes involved in your role and to allow you to ask all the clarifying questions you need, to understand how customers have historically succeeded.
  • You will then be introduced to a new and expanding portfolio of customers, and interact with the new business team in order to understand how KPIs are set.
  • From there you will be the most frequent contact point for enterprise customers.
  • You will be expected to uphold and execute high standards of customer experience and to drive increasing engagement with our product.
  • Throughout the customer lifecycle you will collaborate with external and internal stakeholders (such as sales team members) to ensure renewals and upsells by clearly understanding the needs of the customer and nurturing the role of trusted advisor to the customer.
  • Reporting and management of customer and team metrics are obviously crucial to success, and you will be expected to handle this confidently, as well as suggest improvements. 
  • You will help to cultivate customers as references and case studies and engage with our product team regularly to deliver your insights on how to improve the customer experience.

About you

You are a problem solver and strategic thinker with a customer-first mentality. You have experience supporting a technology product and familiarity with the needs of managers and employees in large enterprises. You have a consistent record in retaining the customers you support. Your skills and accomplishments to date should include the following:

  • You have a business level of English
  • You have relevant customer success experience with enterprise customers
  • You have worked with B2B, a SaaS product, and ideally a marketing product
  • You show proven experience with cross-functional teams that include Sales, Support, Engineering, Operations and Marketing
  • You can lead client relationships and build rapport with senior personnel
  • You comfortably get into the details of a customer’s business, lead the account, and drive their business to hit our goals
  • You can demonstrate a strong understanding of success metrics in the industries you are experienced in
  • Salesforce is part of your daily routine
  • You are proactive and consultative, which means you are ahead of your customer’s problems and collaborate internally to create the best solutions
  • You analyze facts before offering a solution and pay attention to details
  • You are patient, resilient and have strong integrity when managing relationships with both internal and external stakeholders 

About us 

We can offer you a great culture and the following perks: 

  • Competitive salary 
  • Flexible compensation plan with tax-free benefits
  • Career progression opportunities
  • Flexible & Fully remote work options
  • Gym sponsorship
  • 23 days holiday - you choose when to enjoy them
  • Yoga classes
  • Fun environment & team: company events, celebrations, etc.
  • English & Spanish lessons

Follow us on Instagram and see what we are up to or have a look at Glassdoor to see what it's like to work at Whisbi!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Or, know someone who would be a perfect fit? Let them know!

Workplace

Whisbi is able to create an amazing atmosphere where your creativity can be freely expressed.

We all have different backgrounds, ages, cultures, stories to tell, experiences to share and all aiming at creating a great future together.

In here, we want people to feel comfortable in being whoever they are.

Basically, it's one of those places where you feel at home!

Already working at Whisbi?

Let’s recruit together and find your next colleague.

email
@whisbi.com
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