Technical Customer Success Manager

Are you our next Technical Customer Success Manager?

Do you have a natural flair for
Customer Success
and
commercial insight
into scaling businesses across different industries, by focusing on their unique KPI's? Then join us in building a world-class product that helps our customers succeed

At Plecto, we are on a mission to create the world's no 1. Performance platform. We want to grow and become better at what we do, and this is what motivates us every day to build a platform that helps other companies and people do the same.

What you will do:

You will become Plecto's face to the outside world, with daily interaction with our customers both in writing and in online meetings. You will become an expert in providing excellent customer experience and responsible for onboarding, retention, upgrades and technical support mainly towards our 
US customers

. 

You will become an important part of our Customer Experience team here in Aarhus and you will be working closely together with our colleagues in Sales, Product and Operations.

Key Responsibilities

Customer Engagement & Development

• Onboarding & Training:

Onboard new customers and conducting training for new and existing users in the optimal use of Plecto's features.
- Success metrics:

Identify customer goals and consult with them to create a winning setup based on their unique KPIs.
- Expansion:

Focus on upgrading and expanding existing customer accounts by identifying opportunities for higher product utilization.

Retention & Support

• Retention:

Proactively spot potential customer challenges, creating and implementing action plans for resolutions to ensure 
high customer retention & low churn.
- Technical Support:

Handle and solve technical customer requests that go beyond First Line support.
- Troubleshooting:

Troubleshoot Plecto's features and related integrations during meetings and other communication platforms.
- Internal Coordination:

Coordinate with internal teams (Product, Engineering) to assist in issues resolution and account development.

Operations & Flexibility

• Administration:

Update customer-related information accurately in our CRM system.
- Time Zone Alignment::

Work flexibly with team members and customers in 
multiple time zones

, requires staggered working hours why your standard working hours will be from 

(including 30 minutes meal break). This way most of your working hours will overlap with the team members covering the EU time zone and don't worry in the evening you won't be alone as you will be part of our team servicing the US market.

We will teach you everything you need to know about Plecto during your training period, so we hope you are ready for a challenge that can change your career 

Who You Are:
Mindset & Work Style

• Customer-Centric:

You have a positive attitude, an open mind, and a customer-centric attitude with a strong sense of empathy.
- Commercial mindset

: You possess a strong commercial understanding and are able to identify key success metrics for customers in different industries.
- Proactive:

You are proactive, take pride in the work you produce, and are motivated by working in an environment where it's normal to experiment and try out new things.
- Structured:

Highly responsible and structured approach to tasks and customer communication, understanding the importance of managing your workday, time, and priorities accordingly.
- Communication:

Excellent communication skills and ability to communicate complex information in a simple and engaging manner.

Required Experience

• Experience:

Experience from a similar role in customer service or a highly experienced Sales/Commercial role previously.
- Tech Flair:

A deep technical understanding for IT and a drive to learn new systems and integrations. Knowledge of API / SQL a big plus
- Systems Experience:

Experience with Excel and different CRM systems preferably Hubspot.
- Linguistic Skills:

Fluency in English is a requirement

What you get:

We're a scale-up but we retain our startup mentality where we share what we know and learn what we don't. Plecto is a dynamic and innovative software that's changing how businesses see their data and boost performance. Our real-time dashboards help teams track their goals, get stuff done, and win big. We're all about teamwork, performance and making data fun. 

What we offer you:

• Great Flexibility:

High degree of personal and work flexibility.
- Career Growth:

Opportunity for career development and progression.
- The Plecto Culture:

An open-minded workplace with focus on creating ideas, executing on initiatives, driving performance and taking ownership.
- The team:

A young and international team where we love getting together fun and games, and where we truly enjoy working together.
- Perks:

Great lunch, homebaked Tuesday cake and Friday buns, yearly Workation, quarterly Plecto parties and much more
- Compensation:

Salary based on experience, along with a broad benefit package.