About the product:

Skyvia (a service for the integration, backup, access, and data management of various cloud services and databases) is a phenomenal SaaS product that solves B2B-related issues in one of the fast-growing niches in the global IT industry.

We are looking for a Customer Success Manager whose main responsibilities include:

  • Deal with new customers (quality onboarding) and the flow of requests from the current customers, make own decisions you are responsible for;
  • Maintain customer accounts, create cross-sale / upsell roadmaps;
  • Build strong business relationships with key customers

How we work:

Skyvia is a web platform with 4 products: Integration, Backup, Connect, and Query. Each product serves to solve a specific business task for customers. In turn, the Integration flagship product includes 4 integration scenarios, which can also solve individual technical issues and work together.

Requirements:

  • 1+ year of experience in technical support, account management, or other work with clients (including sales) in IT;
  • Find information on social networks (especially FB, LinkedIn) and Google;
  • Clarify facts and collect all information to make a considered decision;
  • Create causal relationships between information components
  • Make reasonable and logical conclusions;
  • Have knowledge of the main business KPIs within the target market niches (BI, SaaS, Consulting, etc.);
  • Ask the "right" questions
  • Identify which resources are insufficient to complete tasks and find/attract them to complete the tasks;
  • Have strong time management skills and ability to meet deadlines;
  • English level - Upper-Intermediate.

Responsibilities:

  • Manage project lifecycle and involve customers in using the product;
  • Plan and manage product training sessions for customers;
  • Manage risks based on NPS and key product KPIs;
  • Plan and implement the up-sale pipeline and cross-sale activities aimed at results (CSM KPI);
  • Manage the subscription renewals process;
  • Develop customer relationships;
  • Cooperate actively with the sales team, developers, and analysts (be an internal representative of the client in our company);
  • Identify and smooth churn and down-sale risks;
  • Maintain up-to-date information in CRM (CSM KPI);
  • Coordinate and prepare success stories and case studies;
  • Implement the plan to generate regular customer reviews on websites: G2, Gartner, and others (CSM KPI);
  • Research business scenarios for Skyvia application in customer domain areas to identify the platform's expansion potential to new markets;
  • Accompany requests from the Product and Marketing teams aimed at researching customer involvement;
  • Create and maintain up-to-date monthly reporting for customer accounts.

Nice to have:

  • Degree in tech, management, economics, cybernetics;
  • Additional education (courses, second higher education) in psychology.

Work policy: Office.

Team: Head of Sales, Sales Executive, SDR.

Growth and development opportunities for this position:

  • Vertical - Senior CSM, CSM Team Lead;
  • Horizontal - Partner Account Manager, Technical Consultant.

Work conditions:

  • Employment probation period - 3 months;
  • Flexible working hours;
  • 15 working days of vacation;
  • 15 working days of sick leave;
  • English courses in the office;
  • Opportunities for professional development and personal growth (50% of tuition fees);
  • Different activities: corporate parties, team building events (yachting, kayaks, ATVs, etc.);
  • Modern office and places for rest (mini gym, table tennis);
  • Office address: Kharkiv, Klochkovskaya str., 192a (about 10 minutes from the metro Botanichnyi Sad

Interview stages:

  1. CV review and screening.
  2. Extended online or in the office interview with technical experts: 1.5 - 2 hours.
    • We will tell you about our product, what kind of specialist we are looking for, and what tasks they will be responsible for.
    • We will discuss your relevant experience and answer all your questions.
    • We will ask you to complete a test task to determine your level of English.
  3. Offer.

We are looking forward to receiving your CV!

Interested?

Please share your contact details along with your resume and our recruiters will contact you shortly.

Apply via Devart website

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Benefits & Perks

Competitive salary

The wage is competitive and corresponds to the level of qualification and experience

Flexible work hours

Improve your work-life balance with flexible schedule

Paid sick leave

Additional 5 days of sick leave without the need for confirmation

English courses

You can take English classes in the office, at a convenient time

Coffee, tea, and sweets

An unlimited quantity and wide assortment. Fresh fruits every week

Game room

Table tennis, table soccer, darts, horizontal bar, and fitness equipment

Corporate events

Fun events that you will remember for a long time

Modern office

Comfortable and modern furniture for productive work