As Business Designer, you will build a personal working relationship with client teams to ensure they're receiving the tools and support needed to achieve their goals. This includes advising them on how to use our product, what measures they should implement on their side as well as onboarding admins and agents from the clients. You will have an in-depth understanding of the client's needs and you are responsible for communicating back your structured observations to the sales, marketing, and product teams as you are at the heartbeat of our clients. ❤
Who You Are
You already have experience in Customer Success or a similar position and you love it. You know that client feedback lies at the heart of our product development and that you are jointly responsible for obtaining feedback and passing it on to the other teams for rapid product development. You keep an overview even if multiple clients have urgent requirements at the same time.
• Project management skills, empathy, accountability, and personal organization are essential.
• Exceptional ability to communicate and foster positive business relationships is desired.
• Background in E-Commerce, Online-Marketing, Marketing-automation, Customer service, Chatbots or similar is desired.
• You speak English fluently & another European language would be awesome.
• 2-3 years of experience in a customer success position is a big plus.
• Very good and quick technical understanding of software tools and how they work is essential.
What You Will Do
• Assist clients with setting up and navigating our solution.
• Set & track clear milestones for the clients to work towards our shared success goals.
• Review client’s complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Maintain a detailed understanding of our products and services, assist customers with questions and suggest the best solutions for their needs.
• Build new success cases that enable us to drive conversational commerce from a trend to movement in commerce.
• Optimize existing processes within the company and actively enhance and drive Customer Success initiatives.
• Create a streamlined reporting infrastructure combining your learnings & best practices for creating transparency and enabling quick decision making.
As an early team member at Modal you will be a critical voice and have significant influence over the direction of the company. We will compensate you well, invest deeply in your development, and ensure this is the single best work experience of your life. If you think you might be a good fit for our team, we’d love to hear from you.