Customer Success Manager

Salary Competitive

In the role of Customer Success Manager, you will play a leading role in the work of increasing customer satisfaction and retaining our customers. Together with the team, you will set the framework for how the company works and measure satisfaction.

You will analyze friction points and incoming cases from customers to understand what measures we need to take to improve the customer experience.

Your work will permeate several parts of the business, through the changes that you contribute to implementing. You will be active in the work with our support platform and constantly work on improvements to the content. It is also possible that your work will affect product development.

This position is based in Bower HQ in Stockholm. 

To summarize what you'll do:

Develop and implement a short-term and long-term plan to maintain and have satisfied customers

Educate and support customers in their work with our products

Collaborate with support teams, sales and management team as needed

Contribute to the development of processes and practices

Demonstrate strong understanding of the sector and clients’ needs

Counteract churn

Perform "health checks" on all customers, in order to see and give concrete actions on things that can be developed.

Develop materials such as guides, FAQs, tutorials both digitally and as videos together with the marketing department.

Reach Expansion ARR Quota Goal and CS Churn KPIs.

Developing and implementing processes for three major workflows; onboarding, expansion and renewals.

Effectively demonstrate and communicate product’s USPs, positioning, and competitive advantage.

Strong understanding and knowledge of the product portfolio.

Handle contract negotiations and mitigate push-backs during the upsell and renewal cycle.

Data-driven approach to identify improvements across the customer lifecycle.

Collaborating with marketing to drive expansion on existing customer base.

Responsible for the monthly Churn forecast report provided to Head of Sales.

Detailed usage of Hubspot CRM and other CS tools to ensure data and contact information is correct.


Who we believe you are:

You are used to understanding and analyzing customer needs.

You are meticulous and structured in your work.

You have a curiosity and problem-solving ability.

Comfortable with data-driven approach to performance

KPI driven

You have an inspiring and positive personality.

Post-secondary education in a relevant field

Communicative and helpful (for now, Swedish is a must)

You are comfortable with taking your own initiatives, and being a driving force from idea to implementation

 

Well, what about what it's like working at Bower?

As with any role at Bower, you will be part of a fun, varying, interesting, scary and exciting journey. Although we’ve come far in our success, we are still only at the beginning where you get the chance to affect and shape not only your role, but the whole of Bower! Since we’re a three year old scale up with huge ambitions, things will change along the way and therefore there are many things we cannot promise. However, what we can promise is that you will be surrounded by very intelligent people, warm hearted and caring people, people with millions of ideas, people who value laugh above all - in a company which values its people above all with a mission that will make the planet a better place.

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free office snacks
Free office snacks

Peckish after lunch? We got your back with soft drinks, treats and fruit.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

See all 11 benefits

Working at
Bower

Bower’s vision is to make recycling a rewarding no-brainer and create a world free from trash. We’re aiming to become the first impact tech unicorn in Sweden, helping +1B consumers make sustainable choices by rewarding them for doing the right thing. We’re a bold and visionary, yet down-to-earth and heart-centered, tech company based in Stockholm. Our mission is to reduce the number of packaging that ends up as trash in nature and increase recycling rates by giving all packaging a value in monetary terms – ”pant” – just like with PET bottles and cans in Sweden. That’s why we’ve developed a world-unique mobile app that rewards recycling of all consumer packaging at regular recycling bins. We are first-movers with global customers such as Procter & Gamble, Unilever and Mondelez, currently operating in Sweden and in USA. We have a revolutionarily scalable business model where the only thing we need to do to scale up to other markets is to pinpoint the GPS coordinates of already existing recycling stations. In cases where we lack this data, consumers upload the stations themselves. We've been on the top lists of both App Store and Google Play in Sweden since we launched in August 2019. Bower is an award-winning startup: - Winners of Norrsken People’s Choice Award 2019 - Winners of Carnegie’s prize Future Entrepreneurs 2019 - Winners of PwC’s prize Social Entrepreneurs of the Year 2018 - Winners of Nordea’s Largest Impact Within 5 Years Check out our rebranding film to get a feel for us: https://youtu.be/7eUZuN49LV8

Read more about Bower

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