Junior CSM & Support (Finnish speaking)

Quickchannel AB; Stockholms kommun; Hybrid; SEK 350,000 - 500,000; Full time

Job summary

Quickchannel AB in Stockholm is hiring a Junior Customer Success Manager to support Finnish customers (and others) through pre-sales, onboarding, and ongoing success. You will drive activities across the customer lifecycle, ensuring value realization from Quickchannel's products.

You will manage daily CS operations, ensure team KPIs, handle onboarding, renewals, and collaborate with the Head of CS to improve processes and data quality for a superior customer experience.

Qualifications

• Must have strong communication and customer service skills.
• Ability to prioritize tasks and manage time effectively.
• Data-driven approach to monitor KPIs and improve processes.

Responsibilities

• Manage the day to day Customer Support operations.
• Ensure Customer Support Team delivers on deadlines, projects and KPIs.
• Account setup and delivery according to information from sales and CS.
• Implement, follow and iterate support processes in the team.
• Investigate/troubleshoot applications/services to identify errors.
• Provide product manager with feature requests from customers.
• Be the product expert in Quickchannel's product portfolio and communicate USPs.
• Ensure data accuracy in CS tools (OsTicket, Hubspot, etc.).
• Drive data-driven improvements across the customer lifecycle.
• Support training sessions enabling clients to achieve goals with Quickchannel.
• Collaborate with Head of CS to improve support and customer experience processes.

Skills

Communication skills

Customer service

Data-driven

Time management

Problem solving

Negotiation

Multitasking

Tools

OsTicket

Hubspot CRM

Knowledge Base tools

Job description

The purpose of this role is to ensure customers have an excellent experience and the right support throughout the journey: pre-sales, onboarding/implementation, training, and ongoing support. As a Junior CSM at Quickchannel, you will help our Finnish customers (and others as needed) successfully adopt and realise full value from Quickchannel's products by driving key activities and supporting them at every stage of the customer lifecycle.

Key Responsibilities:

• Manage the day to day Customer Support operations
• Ensure Customer Support Team delivers on deadlines, projects and KPIs
• Account setup and delivery according to information from sales and CSM
• Implement, follow and iterate support processes in the team
• Investigate/troubleshoot applications/services to identify errors (e.g. ELK)
• Provide product manager with feature requests from customers
• Product expert in Quickchannels product portfolio. Effectively demonstrate and communicate product's USPs, positioning, and competitive advantage.
• Strong understanding of the sector and clients' needs.
• Detailed usage of OsTicket, Hubspot CRM, our Knowledge Base and other CS tools to ensure data and contact information is correct.
• Data-driven approach to identify improvements across the customer lifecycle.
• Reach Organic Expansion ARR Quota Goal and CS Churn KPIs
• Ensure delivering training sessions that will enable clients to achieve their goals of choosing Quickchannel
• Ensure strong knowledge sharing within the team, and company, about successfully solved issues.
• Handle contract negotiations and mitigate push-backs during the upsell and renewal cycle.
• Work in close collaboration with Head of CS to improving support and customer experience processes

Skills, Traits, and Competencies:

• Focused on solving the problem and getting the customer satisfied. Showing commitment and if necessary, thinking outside-the-box
• Strong communication, interpersonal and customer service skills
• Demonstrated organization and prioritization skills
• Sees the commercial value when prioritizing among issues
• Comfortable with data-driven approach to performance
• Excellent time management and ability to multi-task
• KPI driven
• Autonomous, initiative-taking
• Knowledgeable in video and live streaming (eg. common streaming programs, understand concepts such as codec) - NOT mandatory but a plus.

Our values guide how we work, collaborate, and grow as a team:

• User success is our success
• One company - one team
• Driven by innovation with an agile approach