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
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
Coaching and training to excel in this role
Travels to industry expos and client visits
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.
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!
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
We take care of you, even when you are old and wrinkly.
Friday is something special, let's enjoy a beer together.