As a Customer Success Team Lead, you’ll be a vital asset as we bring our quality assurance team to the next level. You’ll set quality assurance measures and customer service operation best practices to provide customers with top-notch service and to represent their voice within the company, all with your personal style. Are you ready to take the lead? Click to apply!

Flowhaven is looking for a dedicated Customer Success Team Lead to help advance our customer service operations, manage customer requests, and provide account management support as we grow. Key tasks will include setting quality assurance measures and designing customer support protocols. To lead the QA team effectively, the selected candidate will be expected to know the Flowhaven solution inside and out within the first few months.

Your responsibilities will include, but are not limited to the following:

• Nurturing customer relationships through onboarding calls and meetings

• Coordinating quality assurance with the development team and keeping customers updated on new releases

• Providing technical support and responding to support tickets

• Working closely with our customers to ensure they are satisfied with the solution and services

• Educating customers about the solution’s functions and capabilities

• Gathering feedback, researching best practices, analyzing user journeys, developing customer service protocols, and updating customer success logs (e.g., module/feature usage, overall satisfaction, etc.)

• Implementing Customer Success programs including onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)

• Working closely with the Flowhaven CEO to increase the quality of service

• Learning Flowhaven’s architecture

• Collaborating with the development team to set up or configure the software according to customer requirements/ troubleshooting technical issues raised by customers

• Representing the voice of the customer

• Assisting on sales on select projects

• Building customer-specific business analytics

• Measuring customer satisfaction and working on improvements

• Representing Flowhaven at various industry events

• Growing user adoption

• Growing customer lifetime value

• Travel

Requirements:

• Fantastic interpersonal skills and strong project leadership

• Strong organization skills

• Experience in project management

• Excellent English skills (written, oral, and presentation)

• Relevant Bachelor’s degree (preferably in computer science/related field or work experience)

• Problem-solving and analytical skills, technical aptitude, and an ability to learn software programs

We offer:

• Coaching and training to excel in this role

• Laptop benefit

• Phone benefit

• Travels to industry expos and client visits

• Lunch benefit

• A dynamic working environment in a fun, young company with a start-up atmosphere

• A clear roadmap to managerial positions

• The opportunity to be a part of the success and growth of Flowhaven

• Immediate start as soon as the right candidate is found

This position is a perfect match for a motivated individual seeking professional growth opportunities. If selected, you will join a team of motivated and skilled individuals with diverse backgrounds and expertise. You will learn how to manage product (SaaS) and software development.

Company

Established in Helsinki in February 2016, Flowhaven is the first licensing relationship management (LRM) solution for IPR, licensing, and merchandising programs. As true brand enthusiasts, the company helps business and creative personnel optimize their brand equity and improve their workflow to grow and scale their business globally. Flowhaven is also the only licensing lifecycle management tool built on Salesforce and is the fourth Finnish Licensing Industry Merchandisers’ Association (LIMA member). Our clients use our solution to manage intellectual properties in Film & TV, Animation, Fashion, Games, Publishing, and other creative areas

We hope to hear from you soon!