Customer Success Manager

Skillcast in Malta is currently looking to recruit a Customer Success Manager to join their team on a full-time basis.

About the Company:
Skillcast Group Plc is a B2B company that specialises in e-learning and staff compliance management. Our goal is to support organisations in training and motivating their employees to uphold integrity and comply with laws and regulations. 

Job Role:
As a Customer Success Manager, you will oversee e-learning portals for a portfolio of clients. You will play a crucial role in nurturing existing client relationships, ensuring customer success, and maintaining high retention rates.
We are seeking a driven and tech-savvy professional with a B2B customer service background who wishes to pursue a role in Customer Success.

Location: Malta
Salary: 28k Euro per annum

Key Responsibilities:

• Be responsible for a portfolio of clients and build a good working relationship with client decision-makers
• Manage day-to-day requests through the ticketing system on Hubspot and facilitate and guide clients via MS Teams meetings
• Adhering to agreed client Service Level Agreements and GDPR when handling personal and confidential client data
• Plan and structure training needs with appointed client administrators (set up and configure products)
• Guide customers with useful product updates and technical improvements, and learn about their needs and future requirements
• Working alongside the Technology team to test, troubleshoot and provide feedback from clients
• Conducting internal training with the Customer Success team (including induction training for new starters).

Required Skills and Experience:

• 2-3 years of customer service/customer success experience, preferably at a B2B SaaS vendor
• Driving customer success with a proactive attitude, excellent communication (English language), and the use of tools and metrics
• Knowledge of data handling, MS 365 apps and other standard IT applications
• Well-organised, and able to handle a large diverse portfolio of clients
• Willingness to learn about new products and adapt to changing procedures
• Ability to handle a fast-paced environment with good time management and organisational skills
• Must be eligible to work within the EU.

Desirable Skills and Experience:

• Experience in working with an online application such as CRM or Learning Management System databases 
• Experience in working with ticketing systems would be an advantage
• Experience working in technology support
• Project management skills.

Benefits:

• Join a growing business in a thriving and innovative sector
• Hybrid working: 2 days per week from the office and 3 days per week working from home
• Competitive salary plus quarterly performance-related bonuses
• Statutory holiday (full time) plus Bank Holidays.

To submit your CV for this role, please click on the below "Apply Now" button. 

Skillcast:
Skillcast provides e-learning and compliance tools to companies in the UK and around the world. Our operations teams in Malta work with our clients to build and deliver content and technology to help clients with their compliance programmes. Our mission is to help build ethical, inclusive and resilient workplaces. We are based in a great penthouse office in Mriehel with a garden terrace and designated parking.