A Customer Success Manager

Helsinki

We are now looking for a Customer Success Manager to join the HyperIn Customer Success team in Helsinki.

HyperIn is a game-changing cloud solution for people who manage shopping malls. We provide all the tools for multi-channel communication, collaboration and integration between shopping mall managers, tenants and their customers.

HyperIn was founded in Finland in 2008 and is a Red Herring Top 100 Winner in recognition as one of the leading private technology and innovation companies. hyper[in]'s retail real estate platform is widely used in Europe for shopping mall commercial management with R&D centers in Finland and Hong Kong with authorized distributors in Europe, North America, Middle East and Asia.

We are now looking for a Customer Success Manager to join the HyperIn Customer Success team in Helsinki. The Customer Success team is responsible for HyperIn customer service in all its forms, from service delivery projects and service desk operations to web application development and daily maintenance work. In our Customer Success team, you get to work with major shopping mall owners and their mall management, marketing and tenants. We are looking for a full-time candidate who will go above and beyond the strict scope of the job definition in order to make our Customers satisfied.

What you’ll do

As a Customer Success Manager, you are responsible for managing service delivery projects of HyperIn platform, executing deployment tasks and constantly working towards improving and developing processes and customer satisfaction.

Customer Success Manager leads all operational matters to ensure efficient and effective scaling of our customer operations, agreed products and services. You will act as a project manager who controls the process, communicates and consults with external stakeholders, coordinates the team members’ actions, and ensures the timely project delivery. This includes post release monitoring, user training and follow-up in addition to process development and documentation including relevant self-help materials to our customers.

You have a key role in making sure that our delivery projects run smoothly and customers are satisfied with HyperIn deployments and support services and you are the voice of the customer back into our organization. In this position you also help to meet and exceed revenue targets and objectives together with sales.

We are looking for a candidate who has:

  • Bachelor’s degree or equivalent
  • Experience of working directly with customers (B2B customer facing roles) and is passionate about customer satisfaction
  • At least 1-2 years of project management experience (expertise in planning, working with time, reporting and supervising projects
  • Understanding of software business and previous experience of software service delivery
  • Knowledge about the development and design of digital marketing solutions is an advantage
  • Knowledge of search engine optimization and traffic generation strategies for websites is an advantage
  • Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
  • Excellent listening skills, customer-centric mentality and empathy towards users and customers
  • Good problem-solving skills
  • Excellent writing and communication skills in Finnish (mandatory) and English (other languages considered a plus.
  • Interest in learning new technologies and new skills

You are the right candidate for us if, in addition to the above, you are a "hands-on" type of a person who is not afraid to step outside comfort zone and is driven, energetic and care about the quality of your work. Even better if you understand retail real estate business.

What we offer:

At HyperIn you will find a challenging, collaborative, fast-growing, and versatile workplace. For us, trust is key so you will have plenty of autonomy, and a great number of benefits. Also, possibility to join the industry-standard option program.

As a HyperIn family member, you will be well-equipped with the latest high-end working tools and the needed support for continuous learning and professional growth. Our premises are modern and comfortable at the HTC in Ruoholahti with relaxation spaces, a pet-friendly environment, personalized working stations, snacks & drinks, and an on-site gym. Our colleagues are an international and experienced mix, with personalities you do not want to miss. Currently, we are working on a remotely / hybrid work model by the end of the year.

HyperIn is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.

If you seek a nice cozy workplace that supports self-growth, diversity, individualism, and a healthy work-life balance, this might be the place for you. Get in contact by sending your CV or link to your LinkedIn profile with your salary expectations to:

hr(at)hyperin.com

Latest on March the 23rd, 2022.

Please notice that we will proceed with potential candidates already during the application period. For further information, please contact Anne Alarousu, Director, People & Culture, at anne.alarousu(at)hyperin.com to schedule a phone call.

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