Client Success Team Manager – Palma de Mallorca

We are actively seeking an experienced and motivated individual to join our team as a Client Success Team Manager. In this role, you will lead and mentor a dynamic Product Specialist Team ensuring exceptional service delivery, fostering client satisfaction, and driving overall success.
You will have the opportunity to shape the client success strategy, optimise team performance, and contribute to the growth of our client base.

LOCATION:

Palma de Mallorca 

RESPONSIBILITIES:

Reporting to the Management Team you will:

  • Lead and inspire a high-performing Product Specialist Team, providing guidance, mentorship, and support.
  • Foster a collaborative and results-driven team culture providing excellent customer support, software implementation and product development services.
  • Develop and implement client success strategies, and process improvements to enhance retention, satisfaction, and account expansion.
  • Collaborate with cross-functional teams to align client success initiatives with company goals, including collaborating with both Sales and Development Teams
  • Oversee the resolution of escalated client issues across all support levels, to provide timely solutions.
  • Work on a common vision, to develop and implement key processes.
  • Be the voice of the Product Specialist team. Make decisions – communicate clearly to the team and unblock any obstacles. 
  • Ensure comprehensive Onboarding and Training of new Product Specialists. Provide guidance and support during the process.
  • Manage ticket rotas and schedule support services
  • Allocate and prioritise resources for Product Management and  Quality Assurance responsibilities.
  • You may be required to work occasionally outside of 9-6pm CET to provide overlap with US colleagues
  • Take charge of the administration and implementation of internal tools such as ticketing, task management, and oversee the maintenance  of public support articles.

MUST HAVES:

  • Bachelor’s degree
  • 5 years experience leading a client success team, as an account manager or in a related role for a SaaS product
  • Fluent English speaker, other languages a plus
  • General technical/IT knowledge
  • Demonstrated leadership experience with a successful track record of building and managing high-performing teams.
  • Exceptional communication, interpersonal, and problem-solving skills.
  • Proven experience with Ticketing (Freshdesk, Zendesk etc), CRM software and project management tools.

In turn we offer:

  • Competitive salary + employee bonus scheme
  • Flexible working. 2 days in the office + 3 days from home/office
  • 25 days holiday per year
  • Head Office based in beautiful Mallorca
  • Part of a fun and enthusiastic international team, connected by the love of our products

Sounds good? Apply now at jobs@farmerswife.com

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