We’re looking for someone who loves to help out our customers and find solutions for them. As a Customer Success Manager (CSM) at aNewSpring, you completely understand customer success metrics. Do you think you’re able to find helpful solutions for our existing customers as well as our future ones? Would you like to inspire them and show them how they can use our platform in the best way possible?
Then we might just be looking for you!
You’ll also get the chance to be the voice of our ideal customer by supplying aNewSpring with new insights on things we might need to change in our platform. Luckily for you, you don’t have to do this on your own. Direct and constant contact with our Sales team will allow you to determine this ideal customer profile. To make our customers even more successful, you’ll write blogs in which you can share your experience with them. You obsessively monitor the Customer Health (how is the customer performing?), and are able to ask the right questions to find out what might keep a customer from being successful. You’ll create playbooks to handle ‘unhealthy’ customers and to prevent churn. Above all: you love loyal customers! Thanks to you they become aNewSpring advocates.
We can hear you wonder: “But how could I do that?”. Let us help you by saying that retention is key. You will work with the entire Customer Success team to reach your shared KPI on customer retention. Easy peasy for you, right?
As a CSM, you will support the business by engaging customers to help them achieve their goals. You will be responsible for driving customer growth at aNewSpring, while providing outstanding service to our existing customers. In other words, you can:
Understand our customers and become their advocate.
Help clients onboard onto aNewSpring and get them ‘ready to go’.
Design and distribute content to help maximize the use of aNewSpring through in-person workshops as well as online sessions intended for a wider audience.
Motivate customers, inspire them and teach them how to be better trainers and how aNewSpring can add value to their company.
Monitor usage in order to identify and suggest new use cases.
Spot opportunities to upsell more value added services.
Collaborate with the Product team on how to improve the product, especially around onboarding and education.
Collaborate with the Marketing team in using content for marketing.
We dream of a candidate who is able to convey how exciting and innovative our software is, in-person and at a distance. Long story short: you”ll turn our current customer base into aNewSpring fanatics by showing how easy and fun it is to create blended learning environments with aNewSpring!
The ideal candidate will have:
Experience in account management or customer support.
Thorough understanding of adaptive, blended learning and/or other LMS techniques.
The ability to manage and interpret customer behavior through metrics and CRM data.
Excellent knowledge of the English language and great visual communication skills. As well as the ability to provide clear and concise guidance through emails and videos, over the phone, and in person.
A strong passion to help teams succeed. Moreover, he or she can empathise with busy technology users.
The ability to efficiently switch contexts from responding to customer emails to giving product demos to meeting with the product team about an upcoming feature releases.
An undying concern about new, better ways to solve problems.
What we offer you:
A challenging job in a growing company
Smart and mostly funny colleagues with a focus on teamwork
Delicious lunch and lots of cake
Who we are:
We are excited about technology that empowers inspiring learning. We’ve developed a platform for training companies to create, curate and deliver blended learning. We are a Dutch company, based in Rotterdam. The working environment is stimulating, hectic but fun, and different every day. At aNewSpring, we like our no-nonsense approach. We believe in an open, positive and respectful collaboration. This approach allows us to improve continuously and offer our clients a better experience.
Does aNewSpring sound like a place that fits your ambitions? Send your motivation letter and CV to (firstname.lastname@example.org) with ‘Application CSM’ in the subject line.
We review applications on a rolling basis. Please apply as soon as possible.
A personality test (MBTI) is part of the application procedure. This position is only meant for direct candidates, solicitation by employment agencies will not be accepted.
Who are you working with:
Being part of our customers success is what keeps me going. I can really make a difference by working closely with them and understand their challenges so I can help awesome companies create awesome Learning Journeys.
Paul van HelmondCustomer Success Manager
As an Account Executive, it’s my job to provide all the information a potential customer needs in order to decide whether aNewSpring is a good fit for their ambitions. CSM’s are often involved in this process, so we’ll be working side by side”
Thijs van ZundertAccount Executive
Successful customers are happy customers. We make sure they get successful with our platform and get the most out of it in line with their needs. We do this in The Netherlands and abroad, so be ready to get international!