Customer Success Associate
TLDR
Guide customers through a SaaS ecosystem, improve feature usage, oversee contract renewals, and turn product feedback into growth opportunities.
About Us:
OfficeRnD has one mission - making flexible and hybrid working a norm rather than an option.
We started building our SaaS platform back in 2015 to support the future of work. We believe that freedom and flexibility are key to delivering a better workspace experience. This vision drives us to develop products that truly matter - for our customers and for the world.
Today, OfficeRnD has offices in Bulgaria, the USA, the UK, and Australia, and it’s our teammates who help us stay at the top of our market niche.
If you live and breathe technology as well, come and join us!
About the role:
As a Customer Success Associate at OfficeRnD, you will play a pivotal role in enabling scalability of our services and initiatives. You will be responsible for being a highly responsive partner, serving as a customer experience champion and helping our customers navigate the OfficeRnD ecosystem. You will address customer inquiries and ensure that our customers receive prompt and effective solutions.
If you're highly organised, solution-oriented, and thrive in a customer-first environment, this position is perfect for you.
What you’ll do:
- Respond to incoming inquiries regarding product and system capabilities, feature usage, contracts and pricing, and overall satisfaction.
- Shepherd customer through the OfficeRnD ecosystem based on their needs, ensuring end-to-end ownership and resolution.
- Partner with the Marketing team to generate campaigns intended to improve the customer experience, feature usage and overall value of the partnership.
- Identify trends, especially those specific to product usage, feedback, and churn, and communicate feedback internally as part of our continuous efforts to improve the customer experience.
- Oversee execution of automated contract renewals, addressing one-off scenarios as they arise.
- Identify customers primed for growth, initiate strategic plans and engage cross-functional resources to pursue opportunity.
- Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
What you bring:
- Experience in Customer Success or Account Management in a software company, preferably a SaaS product.
- Experience with being responsible for using critical-thinking to resolve customer concerns and respond to inquiries.
- Proven customer-focused mindset.
- Ability to identify and manage customer escalations.
- Exceptional communication and interpersonal skills, both written and verbal.
- A deep commitment to understanding and serving customer needs with a focus on their success and satisfaction.
- Great time-management skills.
- Proficiency in spoken and written English.
What we offer in return is the opportunity to join a talented team and also enjoy:
- 25 days off a year.
- 1 additional day off for your birthday.
- 3 days off for volunteering.
- Health insurance.
- Competitive remuneration package.
- Flexible start and end of the working day.
If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!
Benefits
Flexible Work Hours
Flexible start and end of the working day.
Health Insurance
Paid Time Off
3 days off for volunteering.
OfficeRnD builds a SaaS platform designed to make flexible and hybrid working the standard way of operating. Targeting businesses that embrace modern work setups, the platform streamlines workspace management and enhances the employee experience. What sets us apart is our commitment to providing freedom and flexibility, ultimately reshaping how teams collaborate and thrive.