Customer Success Manager

effie is an international software product company. We discover new and unconventional approaches to tackling business challenges by providing global cloud-based SaaS solutions, leveraging the sharing economy and AI capabilities.
In addition to developing innovative software products, we offer a full range of services, including deployment, training, administration, optimization, process automation, technical support, and business analytics consulting.
Our main expertise lies in optimizing business processes for manufacturers, distributors, merchandising agencies, and retail chains in the CPG (including FMCG) and pharmaceutical industries.

• 140+ team members;
• 100+ clients across 13 countries, including PepsiCo, Coca-Cola, Nestlé, Shell, Nemiroff, Philip Morris, and others;
• 27,000+ users of our services;
• Microsoft Gold Partner.

What We Value:

• Passion - You can only make customers happy if you truly love what you do;
• Trust - The foundation of all relationships, inside and outside the company;
• An Eye for Excellence - A deep appreciation for quality in every form;
• Simplicity - The best things don’t need extra explanation.

We are looking for a Customer Success Manager whose main responsibility will be to handle operational issues related to the use of the effie service by our clients. You will play a key role in ensuring the successful fulfillment of contract obligations, maintaining the health of the contract, and overseeing the implementation of the joint development plan as a project.
If you're ready to actively work with clients, drive results, and take responsibility for building long-term partnerships, we would be happy to have you on our team!

Requirements:
Professional Experience and Skills:

• At least 3 years of experience working with corporate B2B clients (sales, service, sales support).
• Experience working with large international companies is a plus.
• Knowledge of the CPG/FMCG/Retail market and distribution channels.
• Experience in IT service/support solutions is an advantage.
• Familiarity with project management methodologies is a plus.

Client Relations and Communication Skills:

• Ability to conduct both offline and online negotiations with clients, with a good understanding of corporate etiquette.
• Ability to build rapport with different people and manage client expectations.
• Experience handling service and operational client requests, collecting feedback on service quality, and suggesting improvements.
• Client-focused approach.

Personal Qualities and Ability to Learn:

• Self-organized and able to work well in a team.
• Attention to detail and deadlines, with strong problem-solving skills.
• Excellent communication skills.
• Quick to learn new products, eager to acquire new knowledge.

Responsibilities:
Client Support and Communication:

• Provide dedicated service and operational support to the assigned client base.
• Ensure the client’s interests are met throughout the partnership with the company.
• Advise and maintain communication with clients on all service-related issues, including service development, usage, and providing informational or analytical support in line with internal policies and procedures.
• Coordinate internal effie teams to ensure an appropriate level of service in accordance with internal policies and procedures.
• Manage client stakeholders' expectations regarding the timelines for fulfilling their needs.

Contract and Service Management:

• Evaluate the health of contracts and take necessary actions to maintain a high level of performance.
• Track the expiration of additional agreements and contracts, and ensure the fulfillment of other special contractual terms.
• Handle the documentation and renewal of contracts.
• Monitor service usage metrics for clients.
• Maintain contract status and all client activity within the CRM system.
• Keep client reference information up to date.
• Calculate current costs based on consumption metrics for invoicing.
• Ensure the client’s payment discipline.

Client Satisfaction and Process Improvement:

• Create and update the client communication plan.
• Evaluate client satisfaction regarding the project launch and ongoing cooperation.
• Collect and provide feedback to the launch team and the company about the client's experience with the collaboration.
• Communicate the client’s needs to the internal product team for customization of new processes.
• Assess the penetration rate of effie processes implemented at the client's site and create conditions for expanding the use of both new and existing services.

We offer:

• Remote work arrangement (with occasional visits to client offices or client retail locations);
• Offline meetings with clients in Almaty, as well as occasional business trips across Kazakhstan (possible trips to other countries);
• Working hours from 9:00 AM to 6:00 PM in Almaty;
• Individual onboarding program and mentorship;
• Paid vacation of 21 working days and sick leave.