- Developing and maintaining trust relationships with a portfolio of major clients , actively taking care of rich customer experiences at every step of the journey
- Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives (cross-sells, upsells, contract extensions, referral programs etc.)
- Serving as the link of communication between key customers and development teams – holding meetings, 1:1 updates with POs and managers
- Resolving any issues and problems faced by customers
- Negotiating terms of cooperation in ongoing projects
- Compiling quarterly NPS reports, customer satisfaction surveys, Clutch reviews to determine our customers' satisfaction (Customer Success) and future needs
- Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics
- Taking part in onboarding and educating new employees and contractors about our time-tracking too l (Tempo)
- Creating and updating the monitoring and budget-related track tools (Budget Forecast, Revenue Extensions, expenses, cashflow files)
- Ensuring up-to-date team assignments in the assignment management tool (Primetric)
- Proactive identification of available teams and specialists – actively working on their allocation in existing and future projects in collaboration with the Planning Team
- Managing the flow of information between the planning team and recruitment teams (internal recruitment, contractors), cooperating closely with different departments
- Continuously improving the planning process , focusing on transparency of information flow, chargeability, and appropriate team assignments
- Proven experience as Account Manager, Customer Success Manager, IT Project Manager or similar position in IT Industry (at least 2 years)
- Experience in sales and in providing solutions based on customer needs
- Experience in effective management of team planning and resource allocation (planning, scheduling)
- Strong communication and interpersonal skills with attitude in building relationships with professionals on all organizational levels
- Great organizational skills so you feel natural in juggling different tasks and multithreading
- Highly developed skills in data analysis and forecasting
- Ability to connect the dots (so you identify problems and opportunities quickly)
- Negotiation and problem-solving skills
- Excellent command of written and spoken Polish (at least B2 level) and English (C1-C2)
- Previous experience in Primetric or similar platforms for managing human resources and operational processes
- Being part of a product team and cooperating closely with stakeholders and clients from all over the world , helping them transform the reality around us
- Occasions to take part in business trips and 1:1 meetings with clients (opportunities to talk face-to-face and to build business relationships offline are also important to us :))
- Improving your data analysis, budget supervision, and business strategy implementation skills – we want you to grow with us
- Submit an application form
- Answer a few technical questions during an initial hangouts call with Joanna or Ania, Customer Success Managers
- Join an interview with Marta, Head of Delivery, Joanna/Ania, Customer Success Manager and Marta, Talent Acquisition Specialist
- Welcome aboard
Customer Success - Wrocław, Polska - Droids On Roids
Opis
Is being close to clients and working with data equally important to you? Check this out
We are looking for an analytic-driven Customer Success & Planning Manager to build and maintain relationships with current and past company clients and monitor, foresee, and plan the teams and project allocations. Your role will be divided into two parts: related to customers (working closely with strategic clients, identifying their needs, actively researching their problems and possible challenges, and building strong relationships with them) and related to data and planning (identifying opportunities, managing planning processes, resource allocations, and utilizations).
Achieving mutual satisfaction while working with clients and inside our teams is one of the factors of the Customer Success & Planning Manager role at Droids On Roids. Nevertheless, the main goal of your role is to contribute to sustaining and growing our business to achieve long-term success.
You will be responsible for:
1. Customer-related activities
2. Planning-related activities
We want you on board if you have:
Would be nice if you also have:
Your growth opportunities:
Psst... You don't match all of the items on our requirements list? Don't hesitate to apply anyway – don't let the confidence gap or imposter syndrome get in the way – there's a chance you're more amazing than you think
Recruitment process: