Manage platform’s implementation (setup, fine tuning)
Develop and maintain a deep knowledge of the Onclusive Social solutions to be seen as the Technical expert
Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Onclusive Social product suite
Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools
Monitor key performance metrics across assigned client portfolios to ensure satisfaction, adoption, consumption and ultimately renewal likelihood
Support during kick off meetings and strategic business reviews with clients
Usage of AI tools and automation platform is a big plus
Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues
Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap
Animate functional trainings on the platform once you have mastered all aspects of the Onclusive Social platform

2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role
Complete professional fluency in English is an essential requirement
2 or 3-year college degree or equivalent required
Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management
Outstanding writer and communicator with strong presentation skills
Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation
Proven track record of success in customer support and retention
Strong technical background
Proactive methods, unparalleled work ethic and hunger to learn

Competitive salary and benefits
Hybrid working in a passionate team
Company focus on wellbeing and work life balance including flexible working and mental health support
Access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development
Virtual training sessions with external providers to best match learning needs

Customer Success Manager

Key skills