15 Jul, 2022

Customer Success Specialist (m/f)

  • kodehyve
  • Luxemburg, Luxembourg
Full time (permanent contract) Operations / Support

Job Description

Company overview

Kodehyve is a mission-driven technology venture dedicated to building technologies that help build the world. By largely replacing inefficient workflows, transparency issues and outdated customer experiences, kodehyve effectively is a data-driven collaboration operating system increasing efficiency and transparency in property development.

It takes a unified team committed to our core values to achieve our ambitious goals. Kodehyve is growing rapidly and our fast-moving team is committed to leading the digitalisation of the real estate sector in Europe and beyond.

 

Role overview

As a Customer Success Specialist, you help us ensure kodehyve customers are looked after and feel supported throughout their entire lifecycle by building and managing powerful customer experiences and support processes. Customer Success Specialists at kodehyve require excellent critical thinking skills and must demonstrate that they can proactively and continually improve their level of knowledge about kodehyve’s business and relevant technologies. This Customer Success Specialist will work closely with the product, data and engineering teams as well as growth and marketing functions to ensure kodehyve users experience the smoothest onboarding and support experience and that they can access the support and information they require whenever needed. In this role, you are a critical part of the product and growth teams, and have the opportunity to challenge decisions and make recommendations in order to guarantee kodehyve users stay with us.

 

An insight into the technologies you will use

  • Customer Success: Intercom
  • Data analytics: Tableau, Hotjar, other analytical tools
  • Project and product management: Jira

 

Role and Responsibilities

  • Setup, manage and own customer onboarding processes and support processes
  • Support customers during customer implementation and onboarding phases
  • Be in charge of account management throughout customers' lifecycle
  • Develop relationships with customer stakeholders and serve as their partner in achieving their goals and desired outcomes
  • Partner with internal teams, including Sales, Marketing, Product and Engineering to deliver the best customer experience and drive growth and retention
  • Activate and renew our customer base, acting as the customer's main advocate within kodehyve
  • Shape and own the vision and roadmap for all customer experience products at kodehyve (customer success tools, dashboards and other reporting tools) both for our customers and for internal use
  • Based on a deep understanding of customers' needs, user feedback and product usage, identify data to collect and create metrics in collaboration with the data, engineering and growth teams
  • Identify, communicate, and champion customer lifecycle and process improvement opportunities that will benefit the entire team
  • Collaborate closely with engineers, product owners as well as growth and marketing teams to collect, prioritise and operationalise data and KPIs
  • Review metrics and user feedback to continuously improve the product
  • Manage churn risk and identify upsell opportunities
  • Challenge suggested solutions by other team members to diversify ways of thinking

 

Qualifications

  • 3+ years experience in customer success, account management or a related discipline with a strong analytical and interpersonal component
  • You are customer obsessed and have significant experience building and nurturing customer relationships
  • Experience working with and presenting to senior and C-level stakeholders
  • You have the ability to clearly convey complex ideas and data in written, presentation, and verbal formats to customers and team members
  • You have high attention to detail and design an organised onboarding plan and schedule for clients
  • You have a record of meeting or exceeding customer renewal and retention goals in a high growth setting
  • You have experience working with clients and team members from multiple countries
  • Exceptional collaboration and influencing skills
  • Outstanding written and verbal communication ability to a diverse stakeholder audience
  • Proficient in English and French. Proficiency in German, Luxembourgish, Portuguese and any additional European languages are a plus
  • Ability to navigate and prioritise between large amounts of tasks without cutting on quality
  • Ability to challenge features and developments
  • Strategic and systematic thinker who can balance big picture strategy and vision with detailed, flawless execution and impact delivery
  • Pragmatic and aware of business concepts communicated by the business team and kodehyve customers
  • You have a growth mindset, are not afraid to fail and have a desire to develop your skills and grow while making the team grow with you
  • Experience in FinTech, RegTech, PropTech or ConTech is a strong asset
  • Experience within the real-estate industry is an asset

 

A teaser of what we offer

  • You will be at the forefront of the digital disruption in real estate development
  • You will work on cutting edge technology (AWS Serverless and more)
  • We offer flexible work hours and location, as well as hybrid work setup depending on your preferences
  • You will work with a high quality setup (e.g. 49' monitor, standing desks)
  • The kodehyve HQ is located a 10-15 minutes’ walk from the Luxembourg-city train and tram station
  • The offices are brand new and equipped with everything you need (from lovely plants and soy milk to standing desks, table football and PlayStation)
  • Continuous learning opportunities and conferences
  • Company events you will actually enjoy

 

Our values at kodehyve

  • Strong desire to produce high-quality software
  • Striving for quality, innovation and for having a real impact in the ecosystem
  • We think customer-first with a healthy customer obsession
  • Ownership and team spirit
  • Speed and urgency
  • Growing together through honesty, empathy and teamwork
  • Inventing and thinking outside the box

 

Equal employment opportunity

kodehyve considers every candidate for employment without regard to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, and other protected classifications.

 

For more information about kodehyve, our track record and values, please visit kodehyve.com.

 

Please apply via LinkedIn or at jobs@kodehyve.com