Customer Success Specialist (Onboarding & Delivery, mid-level)

Short company description

Impactum Insights is a proudly independent Romanian company with over a decade of experience in developing software solutions that capture public opinion and deliver insights. Our platforms combine cutting-edge technology with deep research expertise to simplify and streamline the way organizations understand their audiences.
We’ve led large-scale projects across more than 20 countries on five continents. Today, our focus is on building AI-powered tools for both quantitative and qualitative research—empowering teams to extract deeper insights, faster and with less friction. Whether refining existing products or launching new ones, we’re committed to making research accessible, scalable, and impactful.

Requirements

We’re searching for someone who’s not only skilled but also curious, collaborative, and genuinely fun to work with.
- 2–4 years in a B2B client-facing role owning onboarding, adoption, or delivery coordination, preferably in software, SaaS (Customer Success, Client Success, Account Manager, Implementation/Onboarding Specialist, Project Coordinator/Manager in a client delivery team)
- Bachelor’s Degree in a relevant field (Business, Economics, Communication)
- Full professional proficiency in English and Romanian
- Strong communication and relationship-building abilities
- Comfortable working with software platforms, light technical fluency (can talk to engineers, write reproducible issue descriptions)
- Proactive, organized, result-oriented, and comfortable managing multiple accounts
- Collaborative mindset and experience working cross-functionally
- Numerical reasoning skills, comfortable working with data, spreadsheets, and basic performance indicators
- Motivated by ownership and learning (small-team environment)
- Naturally curious, bringing energy, a hands-on mindset, the ability to solve problems and adapt quickly as things evolve
- Familiarity with market research workflows, survey platforms, or analytics products is considered a plus

Responsibilities

This is a hands-on, mid-level role for someone who can combine onboarding, relationship management, and structured project coordination. You’ll help clients get value from our software platform quickly, resolve issues early, and communicate clearly with both clients and internal teams. The role is not a call-center/technical support position or a sales-driven role, and it doesn’t include team management responsibilities.

Lead the onboarding process for new clients from start to finish:
-Prepare training materials and presentations
-Run training sessions (remote or in-person)
-Make sure custom product configurations are set up correctly

Be the main point of contact for clients in day-to-day business:
-Communicate regularly via email, chat, and video calls
-Be available for ad-hoc questions and topics that come up
-Stay up to date with product developments and help clients understand and use new features

Keep projects on track:
-Align internal teams around milestones and deadlines
-Follow up to make sure deliverables are completed on time

Stay organized and keep everyone informed:
-Document tasks, responsibilities, decisions, and deadlines
-Send regular updates to both the client and the internal team

Listen to clients and bring their feedback back to the team:
-Collect structured and informal feedback
-Represent the “voice of the customer” internally
-Triage incoming requests via our service desk workflow (acknowledge → clarify → route → track)

Spot problems early:
-Identify risks before they turn into bigger issues
-Manage escalations when things go off track

Stay close to leadership:
-Build a direct working relationship with company leadership
-Maintain a big-picture view of projects, clients, priorities, and internal dynamics

Take care of reporting:
-Prepare structured, recurring reports (e.g. status updates, progress reports)
-Create ad-hoc reports when needed
-Share clear updates on progress, risks, and next steps

Other info

What We Offer:

- A relaxed, inspiring workspace in one of Bucharest’s most elegant neighborhoods—surrounded by historic architecture and prestigious institutions
- A young, forward-thinking team that values collaboration, good humour, and smart ideas
- An informal environment where creativity thrives and hierarchies don’t get in the way of innovation
- Access to new technologies and modern tools that support your professional growth
- An energizing culture where coffee chats and spontaneous brainstorming are part of the daily rhythm

This is a place where you can truly grow, feel at ease, and do meaningful work—with people who actually enjoy Mondays.

What’s in It for You:

- A minimum of 23 paid vacation days
- 1 extra paid leave day for each full year in the team
- 24th and 31st December paid days off
- Office-first hybrid work model: four days per week in the office and one day remote (Wednesday or Friday)
- Medical subscription for each team member +1 extra family member
- Gym membership
- Full availability to support professional development (e.g. courses, programs, other resources)
- Compensation package (without meal vouchers)

Monthly salary offered

5500 - 6500RON

Benefits

• Medical subscription
• Gym membership
• Trainings
• Courses
• Certifications
• Payment / Compensation for extra hours
• Extra days off
• Teambuildings / trips
• Laptop
• Fun / Relax Area