Customer Success Associate for Growth DACH - Falcon.io

Copenhagen, Denmark Customer Experience Full-time
Falcon employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
 
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
  
Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

As a Customer Success Associate of Growth, you are focused on building healthy long-term relationship with our smaller Starter Accounts, as well as spotting opportunities of growing the accounts. This role is a hybrid of Customer Success and Account Management, which calls for strong commercial acumen as you are responsible for retaining and growing organisations with Falcon.io. If you get motivated by working towards targets, are customer-centric, like to get creative and feel comfortable talking about the social media landscape, then you might be our next CSA for Growth. 

What you'll do:

  • Own the customer relationship post-sale through to renewal for all customers, who currently pay under 1000 EUR per month, with the primary aim to retain and grow these accounts. 
  • Understand the customer needs and link them to workflows in our products. 
  • Develop a trusted advisor relationship with customer stakeholders to drive product adoption and educate customers on how to leverage features and new releases. 
  • Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities. 
  • Help strategize with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI. 
  • Identify renewal risk and upsell opportunities. Collaborate with internal teams to alleviate blockers and ensure a successful renewal and growth. 
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product. 

You will be a good fit if you have:

  • Fluent English and German
  • Commercial acumen and an ability to spot risks and growth opportunities. You are comfortable with working towards set targets. 
  • Customer-centric mindset with a passion to help customers and build relationships. 
  • A passion for tech and digital marketing landscape. Strong knowledge of digital marketing or SaaS industry is a plus. 
  • Excellent problem-solving skills and good technical knowledge. 
  • Solid organisational skills like project management and milestone completion. 
  • The drive to steer customers to succeed with a data-driven approach.

What we offer:

  • Being part of one of Falcon’s most high-potential teams, with plenty of growth on the horizon.
  • An open and informal working environment defined by high levels of personal responsibility and follow-through, and excellent career development possibilities.
  • The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader  
  • MacBook and iPhone with a subscription plan 
  • Pension and health insurance - because we believe prevention is better than cure 
  • Catered lunch, and healthy (and not so healthy!) snacks & drinks 
  • Staff discounts at a few of Copenhagen’s best (and not so well-kept secrets) 
 *Our recruitment process in entirely remote for your safety!* #LI-DA1

Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals

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