Meet the Customer Success Team
As the name says, the customer success team is responsible for engaging with our customers and ensuring they succeed in using our services. Customer Success runs the helpdesk, keeps user trainings and monitors the satisfaction of our customers among other things. When everything is at its' best customers might even be helped before they even realize what they need. If customer assistance is however needed, our team makes sure that receiving help is as easy and effortless as possible. We don’t just offer technical support but also help our customers to understand the information which can be taken out from our systems. When the customer is happy and gains value from our services, we have succeeded in our job.
When the customer is happy and gains value from our services, we have succeeded in our job.
Working in customer success is working with people. We get to be in daily contact with our customers as well with our co-workers. In addition to helping the customers, you will also closely work with the sales and product development teams. Working with the sales team includes for instance planning user trainings together or going through customers’ user experiences. Working with the product development team on the other hand can include reporting customer feedback and testing new features. When working in customer success, you also learn a lot yourself: in customer success you will be in daily contact with different suppliers and through our systems you get to explore the figures and follow the development of the FMCG industry in the front.
To succeed in this team, you need to be able to step into another person's boots. There are as many different customers as there are people and the needs of the customers can vary depending on customer’s company and position. As a member of the customer success team, you need to be genuinely interested in your customer’s concerns and offer personalized help. As we are a software company, it doesn’t harm to have some technical capability to be able to easily adopt new systems. Also, having previous work or educational experience from the FMCG industry is a clear advantage.
We use several tools in our daily work. Internal communication happens through Slack, email and Teams while customers are mainly contacted through the product management software Jira. Of course, also our own solutions are in daily use. We also have separate tools to track solution usage and upkeep and follow customer information. Latest addition to our toolbox was an online user manual solution Manula.