Customer Success Manager

Company Description

Kunak designs and manufactures reliable solutions for accurate gas & particle analysis and environmental monitoring. The company is a reference in technological development and innovation in the field of environmental monitoring, with customers in more than 80 countries. Kunak has a great international recognition by organizations like the US EPA, WHO, and UNEP, showcasing its commitment to quality and innovation.

Role Description

This is a full-time on-site role for a Customer Success Manager at Kunak in Pamplona. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining customer relationships, and implementing strategies for customer retention. The role will involve providing excellent customer service and utilizing analytical skills to understand and meet customer needs effectively. This role requires a blend of technical and commercial skills, including knowledge of environmental science, product aspects and the ability to manage customer relationships effectively.

Key Responsibilities:

Technical/Commercial Service:

• Collaborate Across Teams: Work with R&D, production, sales, marketing, and scientific office to tackle complex challenges and ensure a seamless customer experience.
• Drive Solutions: Enhance customer satisfaction by implementing effective solutions and sharing technical updates.
• Engage and Educate: Conduct customer training sessions and deliver presentations at events.
• Promote Services: Support the promotion of additional services and identify cross-selling opportunities during customer interactions.
• Strategic Alignment: Work with sales and marketing to align customer service strategies with business goals and provide pre-sales support.

Team Management:

• Lead and Inspire: Manage and motivate the support team, ensuring top-notch service quality. Oversee ticket resolution actively.
• Develop Talent: Offer continuous training to boost team skills and product knowledge.

Process Optimization:

• Streamline Procedures: Develop and refine customer service processes for maximum efficiency.
• Manage Cases: Ensure timely and satisfactory resolution of customer cases, maintaining direct contact to identify improvements and opportunities.

Projects and Tenders:

• Oversee Projects: Organize technical and documentation management for urban and industrial projects. Handle public tenders and ensure compliance.
• Apply Regulations: Stay updated on and apply relevant regulations affecting customer relationships.

Complaint Management:

• Resolve Issues: Handle customer complaints effectively, turning challenges into opportunities for service improvement.
• Analyze Trends: Use trend analysis to implement proactive process improvements.

Knowledge Base Maintenance:

• Curate Knowledge: Manage the Knowledge Base portal, ensuring it provides accurate and valuable information for customers and the service team.

Performance Monitoring:

• Track KPIs: Define and monitor key performance indicators to assess team effectiveness and service quality.
• Report and Improve: Prepare performance reports and recommend data-driven improvements.
  

Skills and qualifications:

• Educational Background: Degree in Biology, Environmental Sciences, Chemistry, Biochemistry, and/or Engineering. Additional training in customer service management or leadership is a plus.
• Experience: Proven experience in customer service management, ideally in a tech or industrial setting.
• Team Leadership: Strong background in managing customer service teams and proactively addressing customer needs.
• Technical and Commercial Knowledge: Ability to merge technical knowledge with a commercial mindset.
• Tool Proficiency: Familiarity with customer support tools and software.
• Commitment to Excellence: Dedication to delivering exceptional customer service and technical support.
• Leadership and Communication: Outstanding leadership and communication skills.
• Project Management: Experience in planning and executing monitoring network projects. Competence in understanding and applying regulations in public tenders.
• Problem-Solving: Strong problem-solving abilities.
• Pressure Handling: Ability to thrive under pressure and manage multiple priorities.
• Adaptability: Flexibility to manage various tasks and adapt to changing workloads.
• Data-Driven Decision Making: Skill in analyzing data to inform strategic decisions.
• Language Skills: Advanced English proficiency. A second language (French) is desirable.

Join us and lead a team dedicated to excellence in customer service and technical support. If you are ready to make a significant impact and drive customer satisfaction, we want to hear from you!