Responsibilities

As Pubfront Audiorista’s first Customer Success Manager, it is your responsibility to help our B2B clients maximize success in all phases of their lifecycle: Activation, Adoption, and Retention.

You will primarily be doing this by handholding clients through their set-up and training them in the use of the Audiorista platform with a mix of the following:

• Communicating clear outlines of setup processes to clients and their involvement.

• Communicating and coordinating the different setup options available to customers based on their needs.

• Participate in clients’ configuration by solving minor setup tasks.

• QA’ing that the setups/configurations are in line with customers' wishes.

• Creating technical documentation such as how-to manuals and use-cases.

• Hosting webinars and training sessions.

• Supporting on technical issues (forwarding to the technical team, if needed).

• Partaking in “new sales” activities as a product expert and demoing relevant functionality to prospects

• Weekly scheduled meetings with key accounts

• Creating specifications, presenting and upselling quotes to customers.

You will be nurturing close relationships with our clients through regular check-ins and being quick to respond to their needs.

Should a client require custom development, you will be in charge of the specification and delivery of the project, as well as coordinating the development with our technical team.

As the bridge between our clients and Pubfront, we expect you to educate in both directions - training the clients but also being their voice within our team.

Finally, you should be mindful of how to improve the processes of the setup, project deliveries, specifications, etc. to optimize the customer experience and operational effectiveness.

Requirements

We are looking for excellent communicators with 3+ years of experience within Customer Success, Project Management, Sales, or Marketing. You must have the ability to explain technical subjects to non-technical end-user personnel and have excellent written and spoken English, while Danish and other languages are a plus. The role requires love for learning the ins and outs of technical systems.

As a person, you enjoy and thrive on direct customer contact, allowing you to build relationships with our clients. You feel comfortable hosting training sessions and webinars. Ideally, you have experience in writing technical documentation and training material.

In terms of technical and project-management skills, we expect you to:

• Have experience with Customer Support systems (Zendesk, Intercom), CMS, and CRM systems, as well as other project-/task management tools like Jira and Trello.

• Love learning about complex technical products, understanding how the systems fit together.

• Have experience in delivering projects and solutions with a technical/software focus. Familiarity with software project management methodologies such as Scrum, Agile, and PRINCE2. Certifications are a plus.

• Good all-round digital skillset including familiarity with office suites (MS Office or Google Workspace/G Suite) and graphical tools such as Adobe Creative Suite or Sketch.

• Experience with and passion for audio is a plus 🎼

In your daily work, we want you to:

• Be able to understand customers' problems and proactively suggest solutions.

• Work closely and respectfully with colleagues across disciplines.

• Contribute to an open-minded, hardworking culture that’s always working on improving our product and business.

You will quickly need to develop a deep understanding of the product in order to consult our customers in best practices, meaning you need to be able to learn fast.

Finally, you must love to take responsibility, as you will essentially be launching our Customer Success Department.