Customer Success Specialist

at  Brella

HEY THERE! HERE IS BRELLA IN A NUTSHELL:

Established in 2016, Brella has already helped hundreds of thousands of people at events find jobs, colleagues, investors etc. and is on a path towards rapid international scaling. We provide the world’s smartest event app for events with the heart of networking and so far we have digitally transformed thousands of events across 50+ different countries worldwide.

WILL YOU BE BRELLA’S NEXT CUSTOMER SUCCESS SPECIALIST (US TIME ZONE)?

Are you passionate about customer success and eager to grow professionally in a welcoming, truly international team based in the EU, US, Mexico and Sri Lanka? Then read on to learn more!
We are seeking a Customer Success Specialist to deliver exceptional experiences for Brella’s customers in the US market. In this role, you will build trust, provide expert guidance on the Brella software, and foster long-term customer relationships, driving increased value and satisfaction.
Our team is working remotely in the USA, EST time zone and in the central European Timezone. We are currently looking for a person to join our remote team in Mexico.

THE SKILLS YOU NEED TO BE SUCCESSFUL IN THIS ROLE

We are looking for someone who is truly passionate about Customer Success, with a strong desire to help others succeed and advocate for customers to drive continuous improvement.

• Advanced spoken and written English skills. In practice, this means:
• Being able to effectively (and fluently) advise a range of customers, comprising both native and non-native English speakers
• Having excellent interpersonal and communication skills, capable of leading effective customer conversations around technical topics and calmly guiding them through unfamiliar situations
• Proven experience in a communications-heavy, customer-facing role, ideally in an international environment (events industry or SaaS experience is a bonus)
• Experience in working as a Customer Success Manager is a strong advantage
• A marketing-oriented or/and event management background or experience offers a strong advantage
• Strong technical skills and the ability to quickly learn new tools and concepts.
• Systematic approach to work and time management, with the ability to handle multiple customers and tasks in a fast-paced environment.
• High energy, emotional intelligence, enthusiasm, and a team-player mindset.
• Motivated to thrive in a fast-paced environment and exceed targets.

Experience in start-ups or high-growth environments is highly valued

Every day is different, challenging and exciting, but in general, a day will consist of some combination of the following tasks:

• Helping customers hold winning events — You will get full ownership of your customer portfolio, and your primary KPIs will be to ensure customers’ event success and drive customer retention. To do this, you will:
• Run onboarding and consulting sessions with customers via Zoom.
• Master the Brella platform to provide creative, business-related, and technical solutions to customer inquiries.
• Collaborate with event organizers to establish goals and key performance indicators (KPIs), actively guiding them to achieve their business and event objectives using Brella.
• Build strong relationships with customers by understanding their team & business goals, sharing best practices, offering industry insights, and providing proactive support to ensure their success.
• Identify common customer challenges and work with the team to proactively address them.
• Actively helping us retain and expand your customer portfolio. To do this you will:
• Collaborate with Brella’s Key Account Managers to contribute to retention and account expansion goals.
• Regularly use our HubSpot CRM, adhering to CRM guidelines and maintaining a systemic, data-focused approach in all customer success activities to help build a comprehensive profile of customers.
• Additionally, you will serve as a brand ambassador for Brella’s platform, representing its value to customers while fostering long-term relationships