Customer Success Associate – Premium Services

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.

The ideal candidate is a newly graduate and has ambitions geared towards becoming a Customer Success Manager in a fast-paced SaaS company. The goal of this specific role is to support our Premium and Enterprise CSMs while being groomed towards becoming a CSM for Falcon’s Premium customers.

Alongside a formal curriculum where you will be introduced to all of our tooling, processes and internal stakeholders, you will be diving deep into our Customer Lifecycle and learning the skills necessary to approach the onboarding of new customers, how to excel at relationship management, conduct executive business reviews, handle objections, source account expansions and successfully manage renewals. An important component of your tasks will be hands-on by supporting tenured CSMs with specific tasks related to their portfolios. Internally, you’ll partner with experienced advisors and strategists on project plans to ensure our customers are successful on social media and satisfied with Falcon as their trusted partner. For our customers, you’ll play a central role in helping teams to unlock the value of the Falcon platform.

A rough timeline of how the role is expected to evolve is as follows:

  • 0-3 months: Onboarding onto our products, tools, and processes. Lifecycle specialization: Onboarding and product escalations. Taking over mass trainings and recurring reporting for key accounts;
  • 3-6 months: Lifecycle training focus: Product Adoption and Executive Business Reviews. From this point onwards, it will be expected that the CSA spends a day a week supporting our Strategic Services team in preparing advanced reporting and consultancy deliverables for our customer base;
  • 6-9 months: Lifecycle training focus: objection handling, account expansions & account mapping, renewal. Assess learnings and plan necessary milestones to achieve in order to start building own portfolio;
  • 9-12 months: Handover of customers from Premium CSMs and gradual buildup of own portfolio;
  • 12-18 months: Possibility of graduating to CSM for the Premium team with ownership of full portfolio, upon evaluation of performance to date.

What you have:

  • A strong interest in building a career in Customer Success;
  • Excellent listening skills;
  • Outstanding communication skills – you thrive on customer interactions (being comfortable, and charismatic, at remote engagement);
  • Natural enthusiasm for resolving problems and helping people, particularly when it comes to technology;
  • Solid relationship, planning and coordination skills;
  • Excellent English language skills;
  • Other nice-to-have languages: German, Danish, French, Spanish, Italian.
 *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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