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Konkurs je istekao.

Customer Success Manager

Optic Power d.o.o.

Remote

12.08.2021.

ugovor puno radno vreme

Company Overview

Optic Power is changing the way organizations think about outsourcing across key business functions.  Our team has helped shape some of the biggest companies in the world. 

Our vision is to become the best employer in Belgrade. 

In just one year since opening the office in Belgrade, we’ve grown from 6 people to over 100 and we’re not stopping there! We have ambitions to build an office of over 200 people until the end of 2021. Our leadership team comes from companies like Google, AirBnB, Erasmus Network, and TeleSign. Do you want to help us make Optic Power the next big brand everyone wants to work for?

We offer our employees a true international business experience with rapid opportunities for personal growth. We plan on hiring all business functions in Serbia while helping young professionals identify and fulfill their career goals.

Our values are Trust, Empathy, Courage, Accountability, Curiosity, WeNotMe, and Smile/Have Fun! If this sounds like you… then read on.

We’re looking to hire a Customer Success Manager who will build out a Customer Success program for our business unit. You’ll partner closely with the VP of Customer Success In the US to define the CS function, structure, processes, and help manage existing customer relationships.

What You’ll Do:

  • Support Process Management
  • Day to day support queue management and oversight, including incident triage, resolution and escalation management
  • Monitoring and adherence to Service Level Agreements
  • Produce support performance reports and metrics
  • Technical understand and diagnosis
  • Technical analysis of support cases, identify root causes and resolve where able
  • Be able to replicate support incidents and work with technical team to understand and resolve
  • Function as a liaison between the internal technical teams and client application users where required
  • Customer Relationship
  • Provide US East Coast business hours live support for customers
  • Management of client relationships and meetings around customer support
  • Continuous improvementManage and administer support related documentation, knowledge articles, FAQs, and Wikis
  • Identify and document requirements for areas requiring improvement in the product / engineering stack

Who are we looking for:

  • Fluency in English with excellent written and verbal communication. Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers
  • Experience using a Customer Support Case management platform (e.g., Zendesk, Salesforce ServiceCloud, ServiceNow etc.)
  • Ability to learn technology quickly, ideally someone with a technical background (computer science / engineering)
  • Motivated, self starter, and very strong sense of ownership
  • Good problem solver
  • Organized and able to manage multiple projects / cases and priorities in parallel

What We Offer:

  • We hire adults and treat them as such. We are less interested in measuring working hours and vacation time, and more interested in productivity. 
  • We work from home ! 
  • You Control Your Own Destiny! The better you do in your role, the more career growth opportunities you create for yourself - get in at the ground floor of a true rocket ship
  • Opportunities to learn from senior leaders that worked at companies like Google, Riot Games, TeleSign, Erasmus Network, and more!
  • Team-building events throughout the year
  • We invest in professional and formal training 
  • Optic Power grew 50%+ in only 6 months and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics.
    Konkurs je istekao.

    Optic Power DOO

    • Gospodar Jovanova 32 B/1, Beograd, Srbija
    • PIB: 111895616
    • Matični broj: 21563617
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