Customer Success Specialist - EMEA

3 days ago

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Float.com

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saas • workload management • resource scheduling • resource management • capacity planning

11 - 50

Description

• 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 • 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

Requirements

• 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.