Account Manager / Customer Success Manager (Hybrid)

A well-established client of ours, operating in the Education sector, is actively searching for their next Customer Success Manager! The chosen candidate will be simplifying complex information to clients, developing and maintaining customer relationships, supporting sales and ensuring efficient onboarding with the aim of enhancing customer experiences, guiding the product development team towards user-centric improvements and consequently, reducing churn. Responsibilities include: 

• Developing a deep understanding of the product being offered through on-the-job training 
• Being proactive & encouraging up-selling & cross-selling where appropriate 
• Ensuring that the transition between sales and live onboarding is a smooth journey through proper support and guidance, aiming for customers to become as self-reliant as possible  
• Processing and filtering out data provided by clients, ensuring that it is properly imported into the system 
• Developing and maintaining relationships with customers through regular video interactions to ensure utmost customer satisfaction 
• Encourage upselling and cross-selling where appropriate.
• Address any customer issues in an efficient and effective manner through various support channels, including any software issues which need to be escalated to the product manager. 
• Continuously monitoring and communicating customer feedback internally, to identify trends and areas for improvement 

• Candidates must be based or willing to relocate to Malta
• Due to urgency, the Company will not be able to consider candidates who would not have the immediate, legal right to work in Malta
• Candidates must be able to work from 1300hrs till 2200hrs
• Excellent spoken and written English; Maltese or French would be a plus
• Data and solutions driven, pro-active, resilient and customer-centric
• Exceptional interpersonal skills, empathy and readiness to think on your feet
• Skilled in delivering engaging, understandable online training

• At least 2 years prior experience as a Customer Success / Account Manager in a B2B setting
• Candidates MUST have prior experience in a similar role in SaaS
• Prior experience in the education sector, more specifically in K-12 is desired
• Prior experience working with customer satisfaction metrics would be a plus

• Fully remote (Based in Malta)
• Flexi-time
• Annual WFH budget to properly set up your home office
• €1000 well-being budget
• €1000 personal development budget
• 2 full days dedicated to CSR
• Monthly social events