The purpose of this role is to ensure customers have an excellent experience and the right support throughout the journey: pre-sales, onboarding/implementation, training, and ongoing support. As a Junior CSM at Quickchannel, you will help our Finnish customers (and others as needed) successfully adopt and realise full value from Quickchannel’s products by driving key activities and supporting them at every stage of the customer lifecycle.
Key Responsibilities:
- Manage the day to day Customer Support operations
- Ensure Customer Support Team delivers on deadlines, projects and KPIs
- Account setup and delivery according to information from sales and CSM
- Implement, follow and iterate support processes in the team
- Investigate/troubleshoot applications/services to identify errors (e.g. ELK)
- Provide product manager with feature requests from customers
- Drive usage & adoption
- Product expert in Quickchannels product portfolio. Effectively demonstrate and communicate product’s USPs, positioning, and competitive advantage.
- Strong understanding of the sector and clients’ needs.
- Detailed usage of OsTicket, Hubspot CRM, our Knowledge Base and other CS tools to ensure data and contact information is correct.
- Data-driven approach to identify improvements across the customer lifecycle.
- Reach Organic Expansion ARR Quota Goal and CS Churn KPIs
- Ensure delivering training sessions that will enable clients to achieve their goals of choosing Quickchannel
- Ensure strong knowledge sharing within the team, and company, about successfully solved issues.
- Handle contract negotiations and mitigate push-backs during the upsell and renewal cycle.
- Work in close collaboration with Head of CS to improving support and customer experience processes
Skills, Traits, and Competencies:
- Focused on solving the problem and getting the customer satisfied. Showing commitment and if necessary, thinking outside-the-box
- Strong communication, interpersonal and customer service skills
- Demonstrated organization and prioritization skills
- Sees the commercial value when prioritizing among issues
- Comfortable with data-driven approach to performance
- Excellent time management and ability to multi-task
- KPI driven
- Autonomous, initiative-taking
- Fluent in Finnish, Swedish, English
- Knowledgeable in video and live streaming (eg. common streaming programs, understand concepts such as codec) – NOT mandatory but a plus.
Our values guide how we work, collaborate, and grow as a team:
- User success is our success
- One company – one team
- Driven by innovation with an agile approach
- Always learning
- We work hard and have fun along the way
For questions or to apply for the position, please contact Kristina at Kristina@kraftsam.se.