Ready to make an impact on our company’s growth and our customers’ success?

Encantado de saludarte! I’m Laura, a recruiter at LeadDesk. Together with Vesa and Juan, we’re strengthening our SME Sales team in Madrid.

It also means we need your help and can’t wait to welcome the new Spanish speaking Customer Success Manager to our team.

What’s In It For You

• Role with an immediate impact on our company’s growth and customer satisfaction ratings.
• Compensation model that includes a base salary and a portfolio bonus. You’ll get more details in an intro call with Laura from the Talent team.
• Publicly listed company with an international community of forward-thinking colleagues. Fact: LeadDesk currently employs 25 nationalities in 8 countries.
• Opportunity for continuous professional growth in an action-packed and supportive environment.
  
  

What Success Looks Like In This Role

• You act as a trusted advisor for your customer base. As someone who nurtures and develops relationships with your clients, you know them like the palm of your hand.
• You ensure your customers succeed by making the most of our product. You keep your finger on their pulse by understanding their needs and identifying new service offerings.
• You’re the connecting link between your customers and your LeadDesk colleagues (e.g., developers and customer care support).
• Customer Retention: You consistently maintain a low customer churn rate by proactively identifying potential issues or concerns before they escalate. Customer retention reflects your ability to keep clients satisfied and engaged with your company's offerings.
• Negotiation: Your negotiation skills are honed to a point where you can not only retain customers effectively but also secure their continued commitment. You excel at highlighting the distinct value we offer in comparison to competing alternatives.
• Value Proposition: You are adept at articulating and demonstrating the unique value that your company's products or services bring to the table.
• Project Management: Technical integration projects under your leadership consistently run smoothly. You collaborate seamlessly with technical teams, ensuring all aspects of the project align with customer expectations and result in successful outcomes.
• Customer Feedback: Your ability to gather, analyse, and act upon customer feedback has a direct impact on product/service improvements. Your recommendations are data-driven and result in tangible enhancements that resonate with customers, solidifying their loyalty.
• Relationship Building: You’re the connecting link between your customers and your LeadDesk colleagues (e.g., developers and customer care specialists). These relationships are built on trust, open communication, and a genuine interest in your customers' success.
  
  

What you can expect as our Customer Success Manager at LeadDesk

• You’ll develop in-depth technical knowledge of LeadDesk’s product.
• You’ll be delivering smooth and successful onboarding for your customers.
• You’ll be consulting them on the best practices for our product.
• You’ll be offering additional services to improve customer experience (e.g., developers’ time).
• You’ll be communicating customer feedback to the relevant LeadDesk teams.
  
  

This is where the match happens

Must-haves

• Background in at least one of the following areas: Sales, Customer Success, IT support, Project Management
• Sales Mindset: Proven ability to approach customer interactions with a sales-oriented mindset, emphasizing the value our company provides.
• Customer-centric way of working. Your clients’ success is your success.
• Resilient, active and confident personality with a dose of honest positivity. You don’t avoid difficult conversations yet know how to remain upbeat.
• Team Player: Collaborative and able to work effectively within a cross-functional team environment.
• Ability to make a great first impression and swiftly win your customers’ trust.
• Top-notch communication and problem-solving skills.
• Negotiation Skills: Strong negotiation skills with
• Fluency in Spanish (this is the language for most customer communication) and English (this is our internal language).
• Willingness to travel for customer meetings as needed
  
  

Nice-to-haves

• It’s a bonus if you already have a track record of successfully resolving customer concerns and retaining their business.
• Industry Knowledge: Familiarity with the CCaaS industry and the competitive landscape is a plus.
• Project Management: project management skills with the ability to coordinate and lead integration projects.
• Technical understanding and interest towards tech. For example, integration to CRMs, databases, etc.
• Ability to explain a concept in various levels of difficulty.
• Previous experience in working as a part of a cross-functional team.
• Bachelor’s degree.
• Love for pizza and dinner nights with your team members. 🍕
  
  

Practicalities

• Start date: October – November 2024 (the sooner the better!)
• Working hours: Full-time
• Employment period: Permanent
  
  

What’s Next

Apply today because we can’t wait to meet you!

Please submit your application by October 13th, 2024, at the latest. Please note that we process applications and proceed with recruitment for suitable candidates during the application period, so please act quickly.  

For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com. LinkedIn works, too!

LeadDesk briefly

Since 2010, our company’s mission has been helping our customers run their businesses more efficiently, one call center at a time.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1.