Customer Success Operations

  • Customer Success
  • St. Gallen, Switzerland

Customer Success Operations

Job description

"Customer loyalty is the most powerful sales and marketing tool." - Bill Price

 

Job requirements

Your New Company 

At Frontify, our mission is simple. We create the best and most user-friendly brand management platform - a platform that enables anyone to deliver compelling and consistent brand experiences. Today, Frontify is empowering thousands of different-sized companies around the world, including Facebook, Lufthansa, Vodafone, and Allianz.
 
Frontify is a scaleup company with over 100 employees, headquartered in St. Gallen, Switzerland and another office with a skyscraper-view in New York, USA. Frontify is built on a collaborative culture of experimentation, trust, and transparency. We believe in being happy and fulfilled at work, and let our personalities shine through everything we do. Does this sound like the place for you? Then read on.

Your Team 
This international team is made up of a strategic and driven bunch who have a diverse skill set in design, agencies, project management and, of course, customer success. Together, they combine their skills to support our customers to bring their brand to the next level. When they’re not advising or guiding them on the latest feature, they will be outdoors – hiking, skateboarding or even sailing.


Things have been moving at lightning speed for us and currently our Customer Success team is in a fortunate position to be well staffed and we are therefore not actively recruiting for this role. Nevertheless we are in a scaling phase and don’t want to miss the chance to receive your application and already find out if we could potentially match in the next 2-4 months. Do you think you could be the perfect fit for this role? Then reach out to us ;)

 
Your Mission
Your mission is to enable our Customer Success team to deliver a world-class experience for our customers. You’ll accomplish this with data analysis, implementing, maintaining, and enhancing our tool landscape, as well as enhancing the timing and content of the customer journey touchpoints. If you pride yourself on being a risk mitigator, opportunity multiplier, and have a knack for developing robust and scalable systems - then this could be the job for you. But don’t worry, you won’t be alone as your sidekicks will include the Customer Success Operations Lead and Head of Customer Success.

Your Story
  • You have extensive knowledge of Customer Success within a SaaS company and understand Customer Success goals and strategies.
  • You take the definition of being a team player to the next level since you enjoy working cross-functionally to deliver projects and drive change.
  • You thrive on turning ambiguous problems into concrete, tangible projects and finding elegant, scalable solutions.
  • You ask great questions that get to the core of the issue.
  • You turn data and insights into actionable strategies.
  • You enjoy “getting your hands dirty” and digging into complex problems.
  • You have some technical skills to build reports, dashboards and data analysis. e.g. Excel, SQL, Tableau or other BI skills/tools.
  • Previous experience with Gainsight NXT (or managing a CRM) would be a big plus.
  • Your friends would describe you as self-motivated, authentic, efficient, curious, and honest.
  • You take a high degree of ownership over your work.
  • You’re proficient in English (C2).

 

What We Offer 
  • The potential to be a part of a fast-growing company and do projects that really make an impact. Like, really.
  • A culture of trust. Who needs micromanagers, anyway?
  • Various social events such as a yearly ski trip (we are in Switzerland, after all), our Christmas dinner and summer party with all the Frontifyers from around the world as well as plenty of Friday events to start the weekend right.
  • Flexibility to plan your hours and vacation. Because your kids or dog need time with you too.
  • A central location in one of the best cities in Switzerland – St.Gallen.
  • The chance to be able to wake up every morning and enjoy coming to work. It’s where your friends and fulfillment await you.