Customer Success Executive

vor 2 Monaten

Leipzig, Deutschland Actum Lab North America Inc. Vollzeit

Floori is looking for a customer-oriented, empathetic, and driven individual to join our team as a Customer Success Representative. In this crucial role, you'll act as the key point of contact for our customers, fostering strong relationships, understanding customer goals, and enabling them to maximize their return on investment (ROI) from our software.

**Who We Are**:
Floori provides a cutting-edge B2B SaaS sales tool that empowers flooring retailers and manufacturers worldwide. Our software suite utilizes augmented reality technology to enhance the customer buying experience and streamline the sales process for flooring companies. With a global presence and a passionate team distributed across Central Europe, the Middle East, the United States, and the APAC region, Floori is revolutionizing the way flooring is sold.

**About the Role**:
We’re looking for a **Customer Success Representative** based in the **EMEA region** to support our clients across EMEA and, as needed, Oceania. In this crucial role, you’ll be the main point of contact for assigned customers, helping them achieve success with Floori’s solutions, maximize ROI, and fully leverage our platform’s capabilities. You’ll work primarily within EMEA time zones to ensure timely and seamless support.

**Key Responsibilities**:

- **Onboarding & Implementation**: Guide customers through onboarding and configuration for a smooth start.
- **Relationship Management**: Build and maintain strong client relationships to support long-term success.
- **Training & Support**: Lead training sessions, create helpful resources, and respond to client inquiries.
- **Customer Success Planning**: Collaborate on customer goals and tailor success plans to maximize product ROI.
- **Reporting & Analytics**: Deliver insights to customers, identify trends, and support strategy adjustments.
- **Product Engagement**: Encourage product adoption and share best practices to drive customer satisfaction.
- **Renewals & Upselling**: Monitor satisfaction, track renewals, and identify upsell opportunities.
- **Feedback & Advocacy**: Collect feedback and advocate for customers’ needs to inform product improvements.

**Who We’re Looking For**:

- **Location**: Based in the EMEA region, with flexibility to support Oceania clients as needed.
- **Experience**: 2-3 years in customer success, account management, or customer support roles.
- **Education**: Bachelor’s degree in Business, Marketing, Communication, Computer Science, or a related field.

**Skills**:

- High proficiency in **English**; additional languages are a plus.
- Exceptional communication and interpersonal skills.
- Strong problem-solving abilities with a customer-focused approach.
- Familiar with **G Suite**, **Excel**, **HubSpot** (or similar CRM), and **VoIP tools**.
- Basic knowledge of **HTML/CSS** and **Photoshop** is advantageous.
- **Mindset**: Empathetic, eager to learn, and driven to deliver outstanding customer experiences.
- **Timezone Flexibility**: Comfortable working within EMEA hours, with occasional flexibility for Oceania support.

**What We Offer**:

- **Global Team**: Collaborate with a team of 45+ professionals spread across 5 continents.
- **Remote Flexibility**: Work from the comfort of your home with a flexible, remote-first environment.
- **Impactful Work**: Join a dynamic company that’s reshaping the flooring industry through innovation.

**How to Apply**:
Embark on your career journey with Floori and contribute to the future of customer success in the flooring industry

Application Question(s):

- Are you based in the EMEA region, with flexibility to support Oceania clients as needed.

**Experience**:

- customer success, account management: 2 years (required)

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