Customer Success Specialist (EMEA)

Job title: Customer Success Specialist (EMEA)

Company: Float.com


Job description: Who We AreFloat is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since, and remain proudly independent, self-funded and profitable. As a certified B Corporation, we’re committed to making a positive contribution to our team, customers, the environment, and the remote community. We’re a team of 50 working 100% remotely who believe in living our Best Work Life. You’ll partner with team members , including Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our team has to say by browsing , or reading our . Check out what our customers think of Float .We’re on a scale up journey, and we’re seeking people who thrive in this stage, given the autonomy, and the opportunity, to do the best work of their career.Why We’re Hiring For This RoleAs Float grows, we’re committed to supporting our growing base of self-serve clients. This role is crucial in ensuring every client gets the support they need when they reach out to us. To maintain our momentum in improving client retention, you will manage and up-skill our current clients, combining one-to-many support with tailored, human assistance. You’ll also help onboard mid-market and SMB clients, deliver training, and work closely with our CSM team to support growth in resource-intensive areas.We’re continuously looking for new ways to exceed customer expectations, and we combine AI and human support to enhance the customer experience. We leverage AI answers to help customers get faster answers to their questions about Float. Our human team focuses on more complex queries where 1:1 human support is most valuable, and our empathy, understanding, and troubleshooting skills shine.In collaboration with Success and Support teams, you’ll become a product expert and take on a client-facing role from day one. The customers you’ll work closest with are legacy accounts who may be seeking additional services or an opportunity to speak with a member of our team face-to-face.Once you’ve gotten comfortable connecting with our clients and have become a Float product expert, you’ll build campaigns to proactively reach out to clients who self-sign up and fit our ICP (Ideal Customer Profile). Part of your role will involve creating and implementing a light-touch onboarding process for these new accounts, ensuring they are set up for success. You’ll focus on lighter touch, one-to-many strategies, such as campaigns, email templates, previews of new features, and live advanced training.Emily, our Team Lead of Customer Success, explains the important role you will play within our Customer Success team. .You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.What You’ll Be Responsible ForEarly on, you’ll jump right into:

• Become a Float Product Expert: Gain deep knowledge of Float’s features, functionality, and best practices
• Understand Customer Needs: Learn about customer workflows and resource management challenges to provide relevant support
• Provide Video Call Support: Support customers directly via video calls, enhancing their experience with personalized assistance
• Resolve Customer Issues: Manage conversations from initial contact to resolution across email, chat, and video
• Collaborate with Customer Success Managers: Share insights from customer interactions with the CSM team to drive customer success and inform product improvement

Once you are a bit more settled, we expect that you will jump into the following projects:

• Own Client Relationships: Build and nurture meaningful connections with clients to support their long-term success
• Create Customer Success Content: Develop resources like training materials, and rollout timelines to empower customers in using Float
• Onboard Qualified SMBs: Lead the onboarding process for SMB customers, ensuring a smooth introduction to Float and its capabilities

What You’ll Need To Be SuccessfulWe want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

• Customer Success Experience: Proven experience supporting SMB and mid-market customers in a B2B SaaS environment, and passion about empowering customers through knowledge-sharing. Previous CSM or Onboarding experience would set you up for success in this role.
• Familiarity with Success Tools: Proficient in CRMs and helpdesk tools (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
• Effective Communicator: Strong written and live communication skills that showcase empathy, understanding, as well as deliver customer value
• Located in EMEA: Must be based in Europe, the Middle East, or Africa to support clients in those timezones
• To thrive in this role, you must be comfortable working autonomously, as we are a global team. You are someone who loves the challenge of problem-solving, educating and empowering customers with knowledge, and building and iterating on processes. You must utilize strong async communication skills in order to collaborate with our CSM team and clients.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.Why Join UsPay for this role is US $85,272 (Level 2). Here’s some context onWe’re a global with a diverse team of people from all over the world who share a common belief in living our . We believe deeply in the idea of transparency and share our publicly so potential new team members can see first hand our as well as our . If you feel like you can thrive at Float to do your best work, we would love to hear from you.Hiring Process For This RoleYou’ll find a lot of useful information about our interview process and what it’s like to join our global team on the . The hiring process for this role looks like this:Initial First Meet (20 min): You’ll meet with Julia, Talent Manager ( !), to discuss your interest in the role and review your questions about working at Float.Manager Interview (45 min): You’ll meet with Emily, Team Lead (Customer Success), to discuss how your role will contribute to setting our clients up for success.Co-Worker Interview (30 min): You’ll meet with Century (Customer Support Manager) and Zoe (Customer Success Manager) to dive deeper into your skills and experience, as well as learn how you will work cross-functionally to support our clients.Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.

Expected salary:

Location: New York City, NY

Job date: Sun, 03 Nov 2024 23:54:27 GMT

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