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Customer Success Manager

JOB ROLE

 

Kontor is looking for a Customer Success Manager to join our fast-growing team. You will be the first dedicated CSM, heading up that department, with the ambition to eventually build out an entire team.

ABOUT KONTOR

 

Kontor helps the world’s fastest growing companies to find their perfect office space. Based out of London and New York, over the past eight years we’ve worked with over 600 companies, across 11 countries, including household names such as Monzo, Deliveroo, Allbirds, Revolut, Made.com and Freetrade. Our team gives honest and expert advice to help scaleups and unicorns find the best workplace solutions globally.

YOUR RESPONSIBILITIES:

  • You will be managing a portfolio of companies and ensure they have the best experience after they sign on their office space

  • You will establish and maintain relationships with several stakeholders at these companies, at different levels of the organisation, building awareness of Kontor

  • You will assess client health, review satisfaction and develop strategies to mitigate churn

  • You will check-in with clients regularly, virtually, as well as in person and find new ways to add value

  • You will provide customers with advice on how to solve anything related to their office, whether that is move-in teething pains, how to best use their space, monitor and identify adoption and utilization trends and advise when is a good time to start looking for an office again

  • You work hand-in-hand with the sales team to provide the customer with a seamless customer experience, from after-sale to reactivation when they are looking to move again

  • You will be the first full-time CSM employee, motivated to mould the CSM function and eventually build out the CSM team

  • You will become a trusted advisor to customers and have an in-depth understanding of their businesses, growth plans, needs, as well as business drivers

  • You will be building relationships, always be one step ahead, solving issues before they happen

SKILLS:

  • You have great interpersonal skills, are empathetic and able to quickly build a strong rapport

  • You have strong communication skills, both verbal and written

  • You have a strong bias towards excellent customer service

  • You have great organisational and multitasking skills 

  • You are able to work independently, with limited resources

  • You are a team player, and get along well with a range of people, both internally and externally

  • You have great attention to detail 

  • You are a problem-solver and find creative ways to navigate potential roadblocks

REQUIREMENTS:

  • You are a positive, energetic person, that loves customer and relationship management and you are excited to become the advisor of customers

  • You have previous experience in B2B customer success, account management or customer service, preferably in a SaaS-based business or real estate industry

  • A plus is previous experience with startups and high growth businesses, knowing their typical pain points and struggles that they’ll encounter

  • You will have an in-depth understanding of startups, offices and are able to have a close relationship with the sales team at Kontor You are self-motivated, a self-starter that is comfortable working with minimal supervision 

  • A passion to learn all about the world of offices and the future of work

  • Strong work ethic, integrity and desire to succeed

  • Able to adapt to technologies and software, proficient in basic Office programmes (Excel, Word, PowerPoint)

THE PERKS WE PROVIDE: 

  • This role will be based in our office in Shoreditch, London. We have adopted an office first policy, but you will have flexibility if you want to work elsewhere a few days a week. With the nature of the role, you will have a lot of client interactions IRL, but it means you will be on the move a lot and can work from wherever suits you best. 

  • Kontor are an equal opportunities employer and welcome applications from any interested parties who don’t necessarily have the experience, but have a keen interest and drive in what we are building at Kontor. [Some HR stuff around diversity]…

  • Benefits include Health insurance, pension scheme, 25 days holiday (excl. bank holidays and Christmas), yearly Kontor holiday and multiple team away days during the year.

Interested? Drop us an email at work@kontor.com

Want to know more?

Let's chat! You can call us on +44 020 3770 4279 or email hello@kontor.com

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