Customer Success Manager - Customer Service jobs in Malta - January 2023
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Customer Success Manager

Skillcast , Central Malta

Expires in 14 days (15 Feb 2023)


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

Job Role:
Skillcast provides content and technology to help companies digitise training and other compliance processes. We help our customers build more ethical, inclusive, and resilient workplaces. 
Our Customer Success Team (CST) manages online portals for our corporate customers and helps them support their e-learning and other compliance workflows. We are growing this team to keep up with the growth of our clients and improve service levels. 
This position will suit a professional with customer relations experience in a B2B or at a vendor providing SaaS applications. Location: Malta. Salary is dependent on relevant experience.

Responsibilities:

  • Be responsible for a portfolio of B2B clients and build a good working relationship with client decision-makers
  • Manage day-to-day requests through the ticketing system on Zendesk and facilitate and guide clients via MS Teams meetings
  • Adhering to agreed client Service Level Agreements and GDPR regulations 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 improvements, and learn about their needs and future requirements
  • Following set protocols and guidelines for internal procedures and keeping up-to-date records
  • Working alongside the Technology team to test, troubleshoot and provide feedback from clients
  • Keeping knowledge up to date and relevant by attending training meetings and conducting internal training with team/departments (including induction training for new starters).


Requirements:

  • 2-3 years of customer service experience
  • Excellent interpersonal, written and verbal communications skills (English language)
  • Knowledge of data handling, MS 365 apps and other standard IT applications
  • Proven track record of good attention to detail
  • Ability to ask critical, insightful questions and probe for information that facilitate problem-solving
  • Friendly with a service mentality - a positive and helpful attitude
  • Well organised, and able to handle diverse clients diplomatically and tactfully
  • 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
  • Reliable, professional and have good follow-up skills
  • Must be eligible to work within the EU
  • Experience in working with an online application such as CRM or Leaning Management System databases
  • Experience in working with ticketing systems, eg Zendesk would be an advantage
  • Experience working in technical support.

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

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.

salary
€25,000 to €28,000 / year
Salary
time
Full Time
Job Type
experience
Intermediate (1-3 years), Experienced (3 years +), Middle Management
Experience Level
category
Customer Service
Category
industry
Business Support Services
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