Job Customer Success Manager @ RomSoft

We are looking for a savvy Customer Success Manager to work with our Office Timeline front-line team, managing the sales and customer service requests. The ideal candidate should have min 5 years of experience in a customer engagement role serving either US or EU customers in English via online tools and email.

If you think you’re a good candidate for this job, please send your resume now. If you know someone else who might be interested in this opportunity, please forward them this information.

Responsibilities

Activities will include:

• Responding by email to customer requests for software pricing. Responding to direct customers and software resellers by preparing new or renewal price quotes using our proprietary sales tool PES (our custom Payments & E-commerce System)
• Assisting customers co-term licenses by joining their multiple licenses together and prorating them with PES to create one master license
• Using PES to investigate customer licenses to support customer requests for assistance with activations, refunds, audits, and transfers
• Expertise with our licensing so you can advise and help customers achieve satisfactory purchasing outcomes
• Proficiency with Microsoft Excel so you can pull reports from PES, and manipulate them to research and find data needed to solve any customer request
• Focus on keeping customer data current/scrubbed and updated through activities like adding notes to PES, and updating contact information when anomalies are found
• Driving deeper levels of engagement with our corporate customers by being aware of them and offering them services (training or demos) that will lead to stronger connections with them
• Demonstrating Office Timeline through application share, leveraging a web conferencing tool (Teams or Zoom)

Required skills and experience

• Strong English written and verbal skills
• A proactive and process driven attitude by someone who is accountable to work well independently
• Can work remotely, but preferably located in Iasi, Romania
• Can work flexible hours to stay connected with the US team – work to 2PM PST (Seattle) min 3 days a week.
• Proficiency with Microsoft Office tools – Outlook, Excel and PowerPoint – is required.
• Comfortable talking to customers on video
• Ability to operate individually and “out of the box” when it makes sense to do so
• Collaborative (team player) – needs to work well with the rest of team

Benefits

• Competitive salary package
• A 25% salary bonus for each hour of provided night-time work, in accordance with the Romanian legislation
• Monthly meal vouchers
• Private medical-life insurance
• A broad package of medical facilities for employee and one co-beneficiary
• Company paid sport and workout subscriptions
• An exciting & friendly work environment
• Continuous improvement & training
• Flexible working time
• Ability to work remotely