Support Team

Customer Success Manager

We are looking for a Customer Success Manager who will focus on providing exceptional customer service, and fostering long-term relationships with our clients.

Location

Berlin, Germany

Type

Full-time

About FrontNow

FrontNow provides an on-demand customer service as service solution that scales with businesses. Our agents are sourced, screened, and hired for their ability to delight customers.

Growing business faster with 24/7 Support as a Service: always on, elastic, with management and training included. FrontNow can start helping customers in a matter of hours. Scale up customer support when it’s busy, scale down when it’s not.

Our dashboard gives entrepreneurs and small businesses instant access to the pulse of their business, their leads and their customers. Available on all devices, we're delivering real time results and business intelligence to drive optimization and insights to scale your business.

Outsourcing  customer support with FrontNow is 40% more affordable than an in-house solution. Our complete on demand support operation includes all management, training and QA, while our customers only pay per resolution.

Your role

When we ask our customers what they value most in working with FrontNow, customer service is one of the most common answers. That’s why we’re hiring a Customer Service Manager who will be responsible for supporting and building long-term relationships with our clients. What exactly are you gonna do?

  • Provide product and technical support
  • Resolve issues quickly, efficiently and with empathy
  • Partner with other teams to get answers you need
  • Advise customers on reaching their business objectives
  • Tailor product recommendations to customer needs and progress
  • Provide effective on-boarding to new customers
  • Introduce new functions and improvements to current customers
  • Find opportunities to increase customer satisfaction, retention and sales
  • Identify common challenges and problems
  • Translate customer feedback into new features and improvements
  • Document best practices, customer references, and case studies

Requirements and skills

  • 2+ years of Customer Success/Support/Sales experience, preferably at a B2B or technical company
  • A passion for customer service and relationship management
  • Strong verbal and written communication skills
  • Proficiency in English (both written and spoken)
  • Great problem solving skills. If you don't know the answers, you know how to find them.
  • Patience and enthusiasm for explaining complex concepts to different audiences
  • Willingness to learn

It would be even better if you have:

  • Interest in startups and technology
  • Basic programming skills
  • Proficiency in German

Perks and benefits

We're committed to build an open and supportive environment where you can do your best work and grow your competence. You will be working with great people, and we will help you lead a healthy life outside of the office. What benefits do we provide?

  • Flexible forms of employment
  • Flexible working hours
  • Opportunity to work remotely – two days a month
  • Paid vacations (also for B2B)
  • Any gear you need
  • Private health coverage (PZU)
  • Gym membership (MultiSport)
  • Co-financed lunches

Next steps

If you’re excited by the idea of seeing yourself in this role, please apply with your CV and a cover letter. Describe your previous work experience and qualifications. Tell us why you are a good fit and what are your motivations. You can also include links to your online profiles (like LinkedIn).

We will review all applications and arrange to meet and chat in person with selected candidates. We always provide feedback to all candidates, regardless of our decision.

If you have any questions regarding this job offer, requirements or recruitment process please contact our careers team at [email protected].

We’d be more than happy to have you on board!

Apply now