Customer Success Account Manager

The Customer Success Account Manager contributes to GeoComply’s success by owning the overall customer experience for each assigned client group to develop and nurture trusted and strategic relationships. This includes the oversight of GeoComply clients, liaising with them on an ongoing basis, and ensuring long-term and successful relationships. 

Key responsibilities:

• Overseeing all Customer Success team activities and customer relations to ensure that we produce and deliver on a gold standard of customer care
• Owning overall relationships with each assigned customer, establishing a trusted/strategic advisor relationship, developing the ability to understand and anticipate their current and future needs, and working with them to think strategically about how our products and services can support them and drive continued value
• Ensuring customers are supported through sales, on-boarding, and operational phases
• Providing service delivery managers with customer insights and information on customer needs and values to be taken into consideration for new features and upcoming releases
• Communicating new products, improvements, and product features to customers, and discussing the value for each customer; facilitating customer training after new product features are released or new products are offered; coordinating with Customer Success team members, Marketing, Operations, Service Delivery, and Product Managers to develop and deliver training
• Monitoring and analyzing customer communication, including tickets, emails, requests; staying on top of customer business needs in order to: 
  • Be proactive with customers’ needs, identify, and prevent potential issues
  • Determine when customers might benefit from training and organize the training
  • Escalate customer requests in a timely manner, being aware of the current state of the requests
• Completing a SWOT analysis of the current customer contact and issues resolution systems and processes as well as make a presentation to management with findings for improvement
• Project management of specific tasks as required
• Ensuring client group service according to SLA requirements but try to achieve a 24-hour issue close for all tickets when possible (available on pager duty as assigned)
• Developing and maintaining a thorough understanding of the company’s technologies, process, and teams;

Skills and qualifications:

• Minimum 3 years’ experience in a similar role, and completion of post-secondary education in a relevant field
• Experienced in providing a high level of customer support, understanding their needs, and providing exceptional customer service in all interactions, including in-person and virtually
• Ability to understand business and customer requirements, prioritizing issues and escalating as required
• Excellent writing skills; experience developing process and training documents for internal and customer use
• Knowledge of US gaming and sports betting compliance, regulations, and requirements is a definite asset
• Experience interpreting contracts and terms and conditions
• Experience liaising with internal development and technical teams, with the ability to gather required information
• Ability to develop and nurture relationships, both internally and externally, towards establishing strong working relationships
• Strong customer service orientation
• Fluent English skills in reading and writing
• Strong communication skills with the ability to adapt to communicating with different parties such as to clients, developers, and infrastructure team members, across different time zones
• Resourceful, detail-oriented, with strong organizational skills
• Good conflict resolution skills
• Good understanding of customers’ use of technology; experience with SDK integrations is an asset
• Experience preparing reports and presentations, and data analysis
• Experience with Jira, SQL, Zendesk, Kibana, Salesforce, and Atlassian is an asset 

We offer:

• Motivating compensation: high competitive salary, bonus system, corporate language classes
• Personal development plan for each employee
• The chance to work with a motivated and talented international team
• Medical insurance
• Modern office space in the center of Kharkiv, near subway station 'Naukova'
• We're always stocked up on snacks and coffee and have free lunches monthly
• Frequent team building events

If you have what we are looking for and would love to join our team in Kharkiv, we want to hear from you!

This position is located in Kharkiv, Ukraine. To learn more about us, visit www.geoguard.com

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.