Customer Success Specialist

2 tygodni temu

Kraków, Lesser Poland beqom Pełny etat
Company Overview

Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing B2B software company focused on managing total compensation for leading enterprises. We support some of the world's most exciting brands with mission-critical business processes, helping them attract, retain, and motivate talent through equitable and transparent pay.

Our comprehensive compensation suite integrates unified data, complete pay management solutions, and AI-enabled pay intelligence. This helps companies comply with regulations, optimize compensation decisions, and achieve better business results. By bringing clarity, equity, and motivation to the workforce, we ensure employees know their worth, excel in their roles, and receive fair rewards.

At beqom, you'll be surrounded by passionate, hardworking, and smart individuals dedicated to helping organizations unlock their talent's full potential. If this inspires you, let's get in touch.

Job Purpose

In the role of a Customer Success Specialist, you will be part of our global organization and will be serving our customer base by managing their incidents on a 24/7 schedule. You will be supporting beqom's solution and its underlying ecosystem. This is a great opportunity to learn and evolve with the company as we go through this period of hypergrowth.

Responsibilities
  • Take ownership of the entire incident lifecycle, from initial customer contact through resolution, and coordinate and collaborate with cross-functional teams to ensure efficient incident resolution.
  • Work closely with senior stakeholders and team members to communicate ongoing incident progress and updates. Provide clear and concise reports on incidents, ensuring all relevant parties are informed of developments.
  • SLA Management - Take responsibility for defining and adhering to Service Level Agreements (SLAs) between the company and customers. Monitor and track incidents against established SLAs, taking proactive measures to address any deviations.
  • Manage incidents for our customers around the world. - Incident/Escalation Manager role.
  • Work with the queues and case tracking system, effectively triage, resolve, or assign application issues to appropriate teams while maintaining high levels of customer satisfaction during the currently established hours of operation.
  • Be able to constantly track every request from the beginning until its escalation or resolution.
  • Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic.
  • Handle directly the troubleshooting phase including phone communication and remote sessions with the stakeholders.
  • Generate reports from Zendesk, meet with customers, and provide status on a regular basis.
  • Update, maintain, and enhance the knowledge base.
  • Be able to provide remote on-call shifts to make sure our customers are happy
Profile we´re looking for

Must have
  • Demonstrate a high level of ownership in managing relationships with customers.
  • Proactively engage with customers to understand their needs, address concerns, and ensure overall satisfaction.
  • Proven experience in a customer support or technical support role.
  • Excellent communication and interpersonal skills.
  • Strong organizational and time-management abilities.
  • Familiarity with SLA management and incident resolution processes.
  • Ability to collaborate effectively with cross-functional teams.
  • Analytical thinking and the ability to understand complex problems quickly.
  • Structured and solution-oriented way of working, even under pressure.
  • Self-confident to drive conversations with customers.
  • Fluent in English.
  • A self-starter and proactive mindset.
Nice to have
  • General knowledge of MS SQL and Database.
  • General knowledge of the Windows Azure infrastructure and Cloud/SaaS business applications.
  • Experience with managing small projects.
  • Experience with Support & ITIL processes.
Why join us?
  • Dynamic environment favoring initiative and autonomy.
  • Great opportunity to learn on the job and expand horizons
  • Annual company kickoff at an offsite location.
  • You will have the opportunity to work with a talented team of global professionals, collaborate with leading organizations worldwide, and drive meaningful change in the way businesses manage compensation
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