We're looking for a customer success specialist for a full-time position.
About us
CAKE.com is a unicorn, product-based software company, with offices in California, Europe, and Asia.
We are focused on creating products that are used by millions around the world. Some of our products include Clockify (time tracking app), Pumble (business communication app), and Plaky (task management app).
Clockify is the world's #1 time tracker, used by millions, from individuals to big companies like Hewlett-Packard Enterprise, American Express, Amazon, etc.
About the position
We're looking for a Customer success specialist who will work closely with our customers to understand their business model, current challenges, and goals and then communicate how our products and features will add value to their business.
Your primary focus is on customer onboarding, training, retention and upselling. This means you will be responsible for setting up newly subscribed Onboarding clients, coaching them to use our products effectively, and finding opportunities to expand their use. Also, your job will be to anticipate the risk of churn and react proactively by monitoring usage metrics and employing retention strategies.
Responsibilities
- Develop and conduct onboarding/training video sessions for our client base
- Act as subject matter expert to customers to ensure they’re using our products effectively
- Monitor, identify, and remediate critical customer challenges that could put customer retention at risk
- Lead proactive efforts to improve retention rates
- Perform business review checks to maintain customer health and strengthen the customer relationship
- Proactively identify upsell opportunities that drive customer growth
- Analyze, document, and maintain records of customer interactions, comments, and feedback through internal tools
- Collaborate with our Sales, Support, Marketing, and Product teams to ensure that customer needs are being met and provide feedback on potential product enhancements
Requirements
- Excellent written and spoken English
- 1+ years of experience in customer success, account management, and customer support (in SaaS)
- Exceptional communication, negotiation, presentation, and training skills
- Highly tech-savvy - our tools are intuitive but complex, strong ability to understand technical concepts and problem-solve is necessary
- Experience with onboarding customers to use sophisticated apps
- Well-organized with a high degree of accuracy and strong attention to detail
- Fluent in Ex-Yu languages (Serbian, Bosnian, Croatian, Montenegrin)
- Flexibility to work in shifts (8 AM - 4 PM and 3 PM - 11 PM)
Nice-to-haves
- Experience with building processes on CRM tools
- Familiar with Zendesk Support
What we provide
- 500 EUR net (base salary) + variable bonus (opportunity to earn additional compensation) monthly
- Working in a product-based company with talented experts in the domain
- Remote-first company (full remote, hybrid model, or onsite)
- A supportive, healthy, and transparent work culture that encourages innovation and growth
- Private health insurance
- Private dental insurance
- In-house learning program (social/soft skills workshops, leadership training, tech lectures, knowledge sharing, and tech clubs)
- Team-building activities, many small gatherings, and parties
- Fresh fruits, soft drinks
- Breakfast in office
CAKE.com was founded in 2009 with the goal of helping other startups develop their products. It takes many products to help people around the globe grow and prosper. We’ve created three that cover a wide range of features: Clockify — The #1 free time tracker for teams that helps millions of people regain ... Saznajte više
Beneficije
- TEAM BUILDING
- EDUCATION, PROFESSIONAL DEVELOPMENT
- FOOD AND DRINKS
- HEALTH AND WELLBEING