Customer Success Manager (Sofia)

Sofia, Bulgaria

About us

We are powering the workspace transformation through technology.

We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals. Because of that, every day we strive to help flexible workspaces – the champions of the future of work, deliver amazing experience to their customers, more power to their brand, and sustainable growth to their business.

OfficeRnD is a SaaS platform helping our clients maximize productivity and improve members experience. We’re a high-growth international startup and since we started in 2015 we grew the team to 70+ people in 3 international offices and built a loyal customer base of over 1000+ spaces in 35 countries who love what we do.

About the role

As a Customer Success Manager you will be responsible for the successful implementation and adoption of OfficeRnD on the customer side. You would partner with our customers by building setup and training plans, providing guidance and support throughout the onboarding, along with managing high-profile accounts throughout the different customer stages. You would also be responsible for tracking key customer success metrics; driving best practices, and implementing customer success methodologies that accelerate our customers’ growth and expand their usage of the platform.

What you need to succeed:

  • Solid experience in a customer onboarding and account management role in a software company, preferably SaaS product.
  • Ability to identify and manage customer escalations.
  • Proven customer-focused mindset.
  • Excellent communication and interpersonal skills.
  • Great time-management skills.
  • Experience in a customer support role is a plus.
  • Experience with leading online meetings and/or training sessions with customers is a plus.
  • Experience with online accounting systems, CRMs or door access systems is a plus.

What you’ll do:

  • Understand the customer’s requirements and help them set up our software solutions to facilitate them.
  • Clearly communicate instructions and guidance to our customers via written communication and/or web assistance meetings.
  • Build a relationship with the client, anticipating their needs and proactively attending to their issues before they occur.
  • Convert concerned customers into fans of OfficeRnD through superior customer care, especially in the case of escalated customer complaints.
  • Deliver end-user training to clients, which may include technical personnel, senior executives and administrative staff.
  • Address customer’s queries in a timely and professional manner.
  • Define and analyze customer success KPIs to identify areas for improvements.
  • Present new and valuable features to customers both during their onboarding and active stage.
  • Research reported problems, work with the development and support teams to isolate and confirm bug reports.
  • Capture customer’s feedback and feature requests, communicate them clearly to the product management team and add them to the backlog in order to continually improve the customer experience.

What we offer:

  • Generous social benefits package (additional health insurance incl. dental)
  • Co-funded MultiSport card
  • An extra day off for your birthday
  • 5 bonus days off a year, after your first year with us
  • Full remuneration of your first 3 days of sick leave
  • Generous remote work
  • A fantastic work hard/play hard start-up environment
  • Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X
Sounds interesting? Hit the APPLY button or simply send us your CV at hr@officernd.com

Making flexible working the way of working

Making flexible working the way of working has always been our main goal.

We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals.

Because of that, every day we strive to help flexible workspaces – the champions of the future of work, deliver amazing experience to their customers, more power to their brand, and sustainable growth to their business.

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    Global Offices

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    1000+

    Spaces Trust Us

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    $4.5M

    Funding 

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    100+

    Teammates

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Miroslav Miroslavov

CEO & Co-founder

We build our tech and our team to help you run the world’s best workplace; delivering amazing experience to your customers, more power to your brand, and sustainable growth to your business.