Customer Success Manager

4 meses atrás

Porto, Portugal Geomiq Tempo inteiro

**We are Manufacturing the Future**
Geomiq is a London based start up, dedicated to revolutionising conventional manufacturing by offering engineers worldwide instant access to reliable production methods through our digital platform. As the UK’s leading Digital Manufacturing Marketplace, we provide an innovative B2B MaaS (Manufacturing as a Service) solution powered by AI, seamlessly connecting buyers and sellers to enhance efficiency and productivity.Join us in our mission to work with leading brands like BMW, Rolls Royce, Brompton Bikes, and Google, and even support space missions.

Check out our website

**Our platform**:
Geomiq offers a revolutionary platform that completely digitizes the quoting and ordering process for custom manufactured parts, ensuring the highest operational and quality outcomes. Our primary customers include Design Engineers, Mechanical Engineers, and Procurement teams, all of whom are involved in creating the world’s most innovative products.See our platform in action

**About the team**:
Our team is composed of London-based entrepreneurs and engineers with a proven track record, dedicated to solving the challenges we faced in custom manufacturing. We thrive in a fast-paced, dynamic culture that values integrity, continuous improvement, and building a company on solid foundations. Each team member is carefully selected for their exceptional talent and motivation, embodying both brilliance and humility.

**About the role**:
As a Customer Success Manager, you’ll be at the forefront of our mission, guiding customers from the moment they sign up to the successful delivery of their manufactured products. Acting as a critical link between the sales and support teams, you will ensure a seamless customer journey from sales prospect to active platform user. Your role involves developing strong relationships, enhancing the customer experience through onboarding and training, and providing ongoing support. You’ll manage key customer touchpoints, proactively addressing any issues that arise during the customer journey.

**Main Responsibilities**:

- **Customer Communications and Relationship Building**: Serve as the primary point of contact for customers, developing healthy relationships and ensuring clear, consistent communication about orders, platform usage, and updates.
- **Order Updates and Issue Resolution**: Proactively manage customer expectations regarding order status, addressing any issues such as delays, refunds and providing timely resolutions to enhance customer satisfaction.
- **Customer Onboarding and Training**: Assist with onboarding new customers, delivering product training to ensure users are fully equipped to utilize the Geomiq platform
- **Churn Mitigation and Retention**: Use data-driven insights to identify potential churn risks. Actively engage with customers showing inactivity, low usage, or dissatisfaction to improve retention and address concerns early.
- **Process Development and Improvement**: Develop and refine Customer Success processes, including onboarding flows, churn management strategies, and data management.
- **Cross-Functional Collaboration**: Work closely with the Sales Team and Production teams to ensure a seamless customer journey.

**What are we looking for**:

- 3 to 5 years in a Customer Success role
- Experience in the manufacturing industry or a strong passion for the field
- Background in a start-up environment with a hands-on approach.
- Strong written and spoken English communication skills.
- Excellent experience in relationship and account management.
- Proven ability to work cross-functionally with internal teams.
- Proficiency with CRM systems (experience with HubSpot preferred).

**Desired Experience**:

- Experience with marketplaces or e-commerce platforms.
- Working knowledge of supply chain management and physical products.
- Proven ability to build and refine customer onboarding flows.

**Benefits**:

- **Competitive Salary**: We offer a competitive salary that reflects your skills, experience, and the value you bring to the team.
- **22 Days Annual Leave**: Take the time you need to recharge with 22 days of annual leave, plus public holidays.
- **Extra Day Off for Your Birthday**: Your birthday is special, and we believe it deserves to be celebrated with an extra day off just for you.
- **Christmas Shutdown**: Enjoy additional time off during the festive season with our company-wide Christmas shutdown, giving you a chance to relax and spend quality time with loved ones.
- **Monthly Team Events**: Strengthen your connections with colleagues through regular team-building activities and social events.
- **Culture of Internal Progression**: We’re committed to your career growth. Benefit from a strong culture of internal progression, with opportunities for learning, development, and promotion.
- **More to Come**: As we continue to grow, so will our benefits. Stay tuned for additional perks and incentives as we evolve tog

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