Senior Customer Success Specialist

Employer: Upswing
Domain:
  • Marketing
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 19.06.2024
    Remote work: Remote
    Short company description

    Upswing este o agenție de digital marketing independentă, o echipă pasionată, a cărei misiune este să livreze cele mai eficiente și sustenabile strategii digitale businessurilor care contează. În 2024, am împlinit 17 ani de când suntem în business. Și totuși, ne simțim de parcă abia am fi început.

    Requirements

    Your previous knowledge and experience in working with a wide range of customers in our field of expertise or related fields (SEO, digital marketing, PPC, advertising). We are looking into a minimum of 4 to 5 years for a senior position.
    We believe that having relevant experience in our field of expertise or a field related to it (Digital Marketing; Paid Media & SEO) will ensure a smoother transition into this new role. However, we are open to discuss if you have relevant Customer Success experience in a different industry.
    You have the ability to work with companies irrespective of their size or complexity and you can successfully navigate from one customer to the other and have the same clarity on their priorities and how you can better be of service to them.
    You enjoy being around people and you are able to build trust with your colleagues and our customers.
    You are hungry when it comes to learning and keeping up to date with what needs to be learned and discovered in our field.
    It’s important for us if you are a problem solver, but we appreciate it more if you have a proven ability to anticipate and contribute to solving a system rather than a specific problem.
    You already know the power of Google Analytics, Google Search Console and Looker Studio.
    Your curiosity and data-driven mindset will for sure come in handy
    We see resilience as the ability to overcome adversity and get stronger in the process. You will need some of that but we are also here to support you in the process
    For this role you will have to be a native Romanian language speaker, while good knowledge of English is also required.

    Responsibilities

    Flawless onboarding, training, and execution of our contractual terms while being in permanent contact with the customer and answering their questions before they are in need of asking them. By doing this the Upswing way, engagement and retention become consequences and not actual tasks to tackle.
    Monthly meetings with the clients in your portfolio. In these meetings you will present their custom reports (which you will be responsible to create, fully understand, and pitch), get to know them better, understand their current needs, anticipate challenges that we can proactively address or prevent and identify opportunities that can be tackled.
    You make sure that you discuss any issue or concern with your cross functional team so that together you can anticipate any potential crisis.
    There will be times when you need to create other reports or collect data from multiple sources to complete a task. We consider that some level of what might seem like monotonous work is needed in order for our brains to recover from the challenging situations we face.
    Client’s complexity and diversity:
    You’ll have the opportunity to work on a clients portfolio containing one of the biggest companies in Romania in various industries (medical, fashion, travel, food and beverage, sanitary, bricolage, banking and many others).

    Other info

    About the job

    It’s been 17 years since we started to create the most efficient and sustainable SEO & Content Marketing tools and strategies for brands that matter. At Upswing, you will have the opportunity to be a game changer along with the SEO industry’s pioneers and become the professional you dreamed of, while working for some of the most known brands on the Romanian market.

    The role

    Organic digital marketing is the result of an integrated and unified strategic approach that begins with deep business understanding, market research and user insights.

    We operate with an integrated strategic model – a process in which the cross-functional team responsible for the account creates a campaign tailored to the client’s goals, needs, context, budget, using the entire arsenal of services in the Upswing portfolio and executes it with tactical excellence.

    The holistic / integrated strategy is a crucial part of our flywheel that promises excellent client experience. Thus, we put data at work through SEO & Content in our mission to develop the most effective organic digital strategy. Each role in our organization is essential for achieving this mission. This is why working in cross-functional teams ensures that our client journey is the best they can have and each team member contributes to Customer Success. However, your role in particular is responsible for our client journey as a whole.

    Benefits & perks:

    Remote first work

    You can work from anywhere in Romania and you can count on us to help with your home office set up
    Asynchronous schedule (with different starting hours ranging from 7 am to 11 am)
    Medical & wellness

    Private medical subscription for you and your kid/s or partner/parent
    Internal individual coaching sessions
    Support to participate in sports events (for eg. marathons)

    Financial

    Salary range depends on the level of seniority (starts from 6000 ron net and can go up to 7700 ron net). The Upswing seniority level on the role will be established after the technical assignment and interview.
    Sodexo Card
    Child-birth financial aid
    Paid leave days – we currently have ±29 paid leave days / year
    21 by default
    ±5 from Half learnin’ half chillin’ days (2024)
    4 free Fridays in August
    1 for your birthday
    3 days in 2024 between Christmas and New Year’s Eve
    All legal holidays
    1 month paid Sabbatical every 4 years of service
    Fun activities

    Awesome parties (at least once a year)
    Social hours – remote or not, we make sure to have recurrent casual meetings with the team (live & online)
    Colleagues who inspire you to share your passions and fully enjoy your after work life – fine cooking, ski & snowboarding, theater & movies, CrossFit, hiking, cycling, and all kinds of sports, mixology, comic books, yoga, photography and more
    Continuous learning from our experts, books, classes, and by testing:

    What you don’t know yet you’ll learn from the best specialists in the field (either from your own department or any of our experts in Cross functional teams)
    On-going support, training and development opportunities
    Freedom to experiment, test, and implement your valid ideas the very next day.
    A consistent library with the best books, either paperback or Kindle
    Half learnin’ half chilling days to compensate for bank holidays that happened to be during weekends


    Onboarding

    We believe that a proper onboarding process is key to the successful integration of our new colleague into both our culture and the job itself. So we have created a step by step onboarding:

    The first month will be about immersing yourself into our culture, getting to know your colleagues, our products, internal processes & tools, and our way of working. You’ll have a buddy assigned and you’ll start shadowing one of your colleagues. By the end of your first month, you’ll already have a clear understanding of what sits in your responsibility.
    During the second month you’ll begin to have clients assigned in your portfolio and start entering clients calls and preparing reports, by shadowing one of the more senior colleagues.
    By the end of your third month, you will be able to be autonomous in your role. Depending on the level of your seniority you will require more or less help & supervision.

    WE ARE UPSWING
    We’re an award winning organic digital marketing agency (SEO and Content Marketing) that’s been a powerful voice in the Romanian market for 17 years. We serve a high and mighty portfolio of established brands, and we’re also an enthusiastic and ambitious bunch. Company culture and work-life balance are not meaningless phrases on our walls, but what we build every day with infinite care.

    We’re in the process of erasing the traditional hierarchical business structure and becoming a progressive organization made of a network of high-performing teams. The leadership team’s mission is to create leaders, empower people, provide the vision, coach and support everyone on the road to becoming autonomous, collaborative and self-managing.

    We take chances and risks, we love to innovate and deliver results, but also truly meaningful experiences for our clients. We’re guided by 2 simple, yet powerful principles: People centricity and You can’t manage what you don’t measure (Peter Drucker).

    We are kind.

    We are life-long learners.

    We push ourselves to be more every day.

    We give credit.

    We give a damn.



    The 2024 employee feedback
    Here is what your future colleagues say about working at Upswing.

    Company culture:

    People are valued and respected.
    Emphasis is placed on employee well-being (work-life balance, attractive benefits).
    Friendly work environment with supportive colleagues.
    Transparency, openness, and effective communication.
    Competent and coaching-oriented leadership.
    Development and learning:

    Opportunities for learning and professional growth.
    Focus on personal and emotional development.
    Access to learning resources and coaching sessions.
    Flexibility:

    Flexible schedule and possibility to work from home.
    An atmosphere that encourages autonomy and decision-making.
    Innovation:

    The company emphasizes innovation and adaptation to new trends.
    Interesting and challenging projects.

    Monthly salary offered

    6000 - 7700 RON

    Benefits

    • Medical subscription
    • Trainings
    • Courses
    • Bookster subscription
    • Extra days off
    • Flexible work schedule
    • Teambuildings / trips
    • Parties / company events
    • Laptop
    • Meal vouchers

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