Customer Success Manager with SaaS experience - FOSS Software Services
FOSS Software Services
Nils Foss Allé 1
Would you like to utilize your interpersonal skills in an independent job to help our customers succeed? Then we have an exciting job opportunity ready for you.
FOSS Software Services (FSS) is launching a new SaaS platform and we are looking for the best talent to help us achieve our goals.
FOSS is an international family-owned company providing unique analytical solutions within both hardware and software that helps to improve production processes and product quality in food, agricultural and other industries.
You’ll add value to our customers
As a SaaS Customer Success team member, you will guide and advise a wide variety of customers, ensure they launch FSS successfully, and are continually driving business value from FSS. You'll work closely with customers to discover their business needs and challenges. This also includes coaching them on the best ways to use FSS to solve their main pain points.
Working closely with FSS Sales and Product Team, you'll provide input into strategic customer plans to help identify areas where existing customers could improve their use of FSS. From time to time you may also work with Account Executives to advise prospective customers on the best ways to launch FSS within their company.
What you’ll be diving into
From the beautiful surroundings at FOSS Innovation Center in Hillerød you’ll be working with the following tasks:
Customer onboarding, training, and support
Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
Account management including renewals and carrying out periodic health checks to avoid churn
Keeping customers updated on changes to the product they’re using, new features, and new products they might find useful
Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
Upselling and cross-selling through review of customers’ progress
What will make you a successful FSS ambassador
2-4 years of experience in a SaaS customer-facing customer success, account management, or strategic consulting organization (within a start-up is a plus).
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Experience building strong internal and external relationships.
Consistent track record of highly professional customer service in a fast-paced, dynamic environment.
Presents diplomacy, tact, and poise under pressure when working through customer issues.
Technical skills required, as they relate to the use of the product or service
A degree in business or related field preferred.
Strategic thinker with the ability to easily handle change
Must be organized and have the ability to priotitize tasks on the fly.
Must have great interpersonal communications skills.
Why you belong here
With approx. 1,700 employees, FOSS has a solid record of continued business growth and a strong business strategy for an exciting future journey.
Our new division FSS is expected to count 100 employees before the end of 2023 and will be based at FOSS Innovation Centre in Hillerød, Denmark as well as hubs in Copenhagen and Warsaw.
We anticipate continued expansion in our software services, so there are plenty of opportunities for personal and professional growth!
Our work is based on trust and working in teams, and you can expect to enter a great working place where you can bring your ideas to the table, take ownership, and make a real difference. You will be part of creating a working culture where we have fun and learn quickly, whilst benefiting from the long-term focus of the FOSS company.
Ready to embark our new division´s journey?
We conduct interviews on an ongoing basis, so we look forward to hearing from you soon! Please note that we only consider applications received through the link below. For further information regarding the job, please feel free to contact Michael Khoury, Global Head of Sales, Marketing & CS (1 1415-640-1951 / firstname.lastname@example.org)
All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of nationality, ethnicity, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.
FOSS contributes to the sustainable use of our planet’s agricultural resources and thus to the nutrition and health of the people of the world. We make it our business to build analytical solutions, which add value by improving food quality and optimizing production, from raw material to finished product. FOSS helps optimize the use of food and agricultural resources by enabling customers to run intelligent data-driven productions with less waste, better quality, bigger yields, and more optimal use of raw materials. Always at the forefront of analytical technology development, FOSS provides a range of analytical solutions from laboratory to at-line and in-line solutions, across industries from dairy to grain and meat. FOSS provides instruments and solutions to the world’s 100 largest food companies and for more than 60 years, FOSS has been innovating analytical technology. FOSS was founded by Nils Foss in Hillerød in 1956. We are a family-owned, global company and our products and services are sold all around the world.