Customer Success & Data Ops Specialist
- Remote
- Barcelona, Catalunya [Cataluña], Spain
- Madrid, Comunidad de Madrid, Spain
+1 more- Customer
Job description
Landbot is the most powerful no-code chatbot builder. Our platform helps thousands of companies convert leads, capture data, and personalize customer journeys in real time.
Our Core Values
We're on the lookout for a Customer Success Manager with experience in Data&Ops to join the Success team at Landbot.
For a Customer Success Manager it is all about guaranteeing that our customers get the most out of using our product.
As for the Data&Ops side, we’re looking for someone that can also support the CS organization and their data visualization and analysis efforts, read, enabling the team to do more.
If you love happy users, engaged companies, and successful customers, this is your role! You´ll become a Landbot expert and use that knowledge to advise +3,500 customers on how to successfully use Landbot to achieve their goals.
You will spend time doing the following: 🚀
Planning, executing, and iterating Account Growth and Management strategies to ensure both our customers’ success and financial health.
Connecting with customers through different channels (email, chat, and video call) to help them make the most out of their subscription.
Enabling the CS org by both maintaining dashboards (quality) and creating new reports (analysis) in DataStudio (read: Looker).
Reporting customer feedback/issues to departments such as Product, Finance Sales, and Support to ensure alignment and coordination in delivering exceptional customer experiences.
Key Responsibilities in order of relevance:
Customer Onboarding: Guide new customers through the onboarding process, helping them set up and customize their Landbot experience to align with their specific needs and goals.
Customer Engagement: Regularly engage with customers to understand their business objectives and challenges, ensuring they are fully utilizing Landbot's features and capabilities.
Retention and Growth: Monitor customer health metrics and proactively address any potential issues that could affect satisfaction, retention, or growth. You will need to partner with our customers to define clear objectives for their use of Landbot, track their progress and ensure these goals are met.
Product Adoption: Proactively drive the adoption of new features and best practices, ensuring customers are leveraging Landbot to its full potential.
Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations, acting as a trusted advisor and advocate for their success.
Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional features, services, or plans that can further enhance the customer's experience and success with Landbot. Special attention should be given to High-Potential clients, Ideal Customer Profiles (ICPs), and target market segments to maximize value and drive growth effectively.
Reporting and Analysis: Create reports to analyze key metrics and provide actionable insights to the CS team for informed decision-making.
Data Quality: Maintain process and data integrity to ensure accuracy, consistency, and efficiency across operations.
Job requirements
A customer-first, positive and energetic attitude;
Technology and SaaS experience;
Knowledge and passion for no-code technology and infrastructure;
Expertise at facilitating an account management review with multiple stakeholders including technical stakeholders (PMs, Admins, Ops managers) and executive leaders;
Deep understanding of the main startup metrics/KPIs. Knowledge of Customer Success metrics is important.
Experience with data analysis and reporting tools such as Looker/Amplitude.
Capacity to work independently and use appropriate judgement in decision-making with a results-driven orientation;
Excellent live presentation skills with an excitement and drive to facilitate multiple customer meetings, demos and negotiations on a daily basis;
Excellent written communication skills with a clear process for proactively nurturing and adding value to customers through email and calls;
Excellent problem-solving, project management and analytical thinking skills;
Fluency in English & Spanish;
Eligibility to work in Spain.
If we’d have to choose a word that should define each and every team member in Landbot, it would be proactiveness.
Hiring Process
1️⃣ HR - We know each other, we know your concerns, validate details and experience and we tell you more about Landbot (20 min).
1️⃣.1️⃣ Technical Test (Async) → We’ll share a technical test with you so you can prove your data skills handling a database of customer + retention data. You’ll invest 5-10 minutes during the interview to present your work and conclusions.
2️⃣ CS Leadership interview (Enrico & Cris) → We’ll ask questions for the candidates to show all their skills, use of good practices, playbooks, etc. We’ll go deeper into your Customer Success knowledge and skills, as well as your experience and vision regarding customer retention (60 min).
4️⃣ Met the CEO (15 min).
Benefits 😍
Hybrid culture: you can choose between a full remote or a beautiful office in Barcelona (or both!).
We are remote-friendly! 🌍 No matter your location what's important is your contribution.
Great company culture, we have a young, upbeat, and international work environment.
Flexible vacation policy so you can take time off when you need it.
Top-notch work equipment, but we’re happy to get you whatever equipment to get your job done.
Training budget 📚 📖
Ticket transport 🚋
Fridays- summer are short days.
🏖 25 days of paid vacation (23 regular days + December 24th & 31st ) + birthday 🏖
English & Spanish lessons 🇬🇧 🇪🇸
Flex compensation with Cobee
Team building activities 🎳🍻🍕
Referral Bonus if you bring other talented people like you.
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