icn icn

Customer Success Manager

Be part of something amazing.

Customer Success Manager

Posted on: May 13, 2024

Contract type: Full Time

Location: Skopje, Macedonia

Customer Success Manager

Job description

With offices in Brighton, Skopje and Miami, plus a team in Serbia, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to global brands.

Sopro revolutionised prospecting when we started eight years ago, and we continue to operate at the cutting edge. Our technology, data, processes and people mean there’s nothing quite like Sopro.

We’ve evolved from our initial focus on email prospecting, and we now offer a fully managed, totally synchronised, multichannel outreach service. Our relentless focus on innovation makes it an exciting time for our clients, and our staff.

Sopro is committed to providing an inclusive, rewarding and fun place to work and received a “Best Place to Work” award at the UK Business Awards 2021.


GDPRLocal

On this occasion we are excited to present a new opening within the GDPRLocal team, one of our Founders Hub incubator companies. GDPRLocal is a dynamic, high-tech, data protection company, providing GDPR compliant services to a wide range of companies across the EU and globally.

We are growing our GDPRLocal team to support our existing (400+) and new clients – they have huge plans and will grow fast.


THE ROLE

Within our growing GDPRLocal team, we are looking for a Customer Success Manager who will contribute to the overall satisfaction and success of our clients.

As a Customer Success Manager, you will serve as the first point of contact for new and existing clients, ensuring a warm and welcoming introduction to the business. Your role extends to providing essential client support by addressing basic inquiries and efficiently redirecting more complex matters to the appropriate stakeholders within the Sales or Service Delivery departments.

This role would be a perfect fit for a startup enthusiast with great English skills, able to provide great customer service and build long-lasting relationships with our clients.

Looking to join us?

Discover what it's like to be part of our growing and ambitious team.

Key responsibilities
  • Manage and nurture a portfolio of new and existing clients, fostering strong client relationships and ensuring clients achieve success with our service, with a focus of maximizing retention of existing clients and renewals
  • Plan, schedule and oversee key client communication points, by providing valuable information to all clients through all communication channels
  • Act as an initial point of contact to all clients, including current and/or legacy customers as well as welcoming new clients after the sales process has been conducted, and answer any questions in regard to service delivery or the commercial aspect
  • Lead the onboarding process of new clients
  • Identify opportunities for upselling and cross-selling additional products or services and negotiate when necessary to achieve commercial goals for the business
  • Content creation based on clients needs, focused on training materials or video content
  • Conduct product demonstration to potential clients to capture the value and capabilities of GDPRLocal’s services
  • Serve as the liaison between the service delivery department and the client, taking charge of commercial client communications while collaborating with the Compliance Team/DPO in service design processes
  • Conduct client satisfaction audits on a 6 month basis to ensure ongoing client success and satisfaction with GDPRLocal’s products and services
  • Understand then shape our approach to better develop, diversify, and grow client accounts
Requirements
  • Previous experience building trust and developing B2B client relationships
  • Superb communication, interpersonal and team working skills with confidence to communicate at C-Level
  • Excellent influencing and relationship building skills
  • Strong analytical ability to draw insights from data and identify opportunities
  • Creative problem solver who insightfully anticipates customer needs and proactively addresses them
  • Self-starter attitude with ability to work well independently and self-manage workload effectively
  • Excellent English, both written and verbal
  • A high degree of personal organisation and good time management
  • Previous legal/compliance knowledge is a plus


ABOUT US

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.

Our values permeate Sopro Group through our behaviours, not only as people but across the business.

We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

What we offer

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:

  • Career progression plan – Well-structured career progression path supported by regular 360-degree feedback.
  • Yearly Bonus – Company profit sharing; We believe in sharing in our success, as such we’ll reward your loyalty by sharing 10% of the company’s gross profit with employees.
  • Extended annual leave;
  • Private healthcare insurance;
  • Learning and Development – A learning platform to encourage you in personal and professional growth additionally supported by mentorship, external training, and certification when needed.
  • Hybrid working – 3 days from home, 2 days in the office, and if you want to come every day – you surely can!
  • Flexible national holidays: public holidays mean more time off, choose how and when to enjoy them each year.
  • Wellbeing package adapted to the needs of our people. Regular sports, social activities, and lots of healthy snacks.
  • Your work matters – We have an open door policy and value your opinion. Ideas are heard and genuinely put into practice.

Think you're the person for this role?
Apply below and someone will be in contact soon.