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Senior Customer Success Manager at Helpshift
London, GB
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Tencent, Supercell and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
 
We’re a rapidly growing global team excited to meet people who are ready to help our customers revolutionize their B2C customer experience. At Helpshift you’ll have the opportunity to work with today’s leading B2C brands and support them in maximizing their ROI with Helpshift. We’re looking for self-starters who are excited to learn more about cutting edge technology including mobile-first asynchronous messaging, Bots, and AI!

About the Role

    • You will be the first EMEA based CSM team member and will be our foundational CSM for the region.
    • You’ll have the opportunity to work with a global CSM team and collaborate across North America and APAC.
    • You will build strong executive and business user relationships with Helpshift’s largest & most strategic enterprise customers (including Fortune 500), with travel up to 50%.
    • You will work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals increasing renewals and reducing churn.
    • You will be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers.
    • You will develop and present quarterly business review data to your Enterprise customers and prepare post-meeting reports.
    • You will serve as your customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process, to the identification and development of upsell opportunities.
    • You will communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations and internal Dashboard setup.
    • You will advocate for customer needs cross-departmentally, and manage issue escalation to the development team as needed.
    • You will manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary.

About You

    • You have 3+ years experience helping Enterprise and Mid-Market customers reach their goals, while surpassing your teams’ measures of success in the process.
    • You adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical.
    • You’re able to navigate an Enterprise organization’s political landscape to develop and expand relationships at all levels while driving large-scale, highly-visible, strategic initiatives for customers.
    • You have seamlessly supported 30-40 Enterprise customers at a time.
    • Fluency in German and/or French.
    • Bonus points for a Master’s Degree or equivalent experience.
    • Bonus points for experience working for a remote manager