Customer Success Representative – Poland

By Business Solutions Lead | February 15, 2024
About Weever

Weever is a growing software company based in Hamilton, Ontario Canada. We build cloud-based software products that large enterprises use to capture data, manage workflows, and access actionable reports. We replace clipboards and filing cabinets with tablets and databases and provide alerts, analysis, and other features that make data useful.

Our customers include:

    • Walmart
    • Mars Wrigley
    • HelloFresh
    • Unilever
    • ... and more

We tackle big problems with a focused team and powerful technology.

Job Description

We're looking for a Customer Success Representative. This is a full-time position.

Reporting to the Customer Success Manager, the Customer Success Representative is responsible for a list of active client accounts at Weever.

As a Customer Success Representative, your priority is to partner with clients throughout their journey with Weever and to provide exceptional support and a frictionless experience. In this role, you continuously demonstrate Weever's value to clients and share ways that Weever can solve their problems.

 

 

Requirements:
    • You have a high level of proficiency in both written and spoken English
    • You're resourceful and can solve problems on your own
    • You are customer obsessed and have a passion for learning everything you can about customers
    • You love building strong relationships, solving client challenges and helping them to achieve their goals
    • You're patient, empathetic, and you know how to nudge customers to keep them moving and engaged
    • You have exceptional client-facing skills including relationship management and verbal communication
    • You're excited to learn about the business and the Weever way of working together
    • You pay extraordinary attention to detail and are very organized
    • You have integrity and can be trusted to handle client data and information with discretion, professionalism, and confidentiality
    • You thrive in a digital environment, and are comfortable adopting and mastering new technology.
    • You have a keen interest in training clients on our software solutions and new features
    • You're willing to continuously challenge yourself, learn, and grow
    • Your have a positive vibe and are a natural leader
Availability 
    • This candidate would be required to support clients from eastern (North America) and European time zones.

 

 

 

 

Responsibilities:

Account Management 

  • Onboarding new clients & ensuring a smooth launch process to set them up for success

  • Identifying upselling opportunities and recommending new Weever products to existing accounts

  • Identifying accounts that are likely to churn using product data; partner with the Customer Success Manager to create engagement plans for key accounts

  • Ongoing client support through email and video

  • Leading new feature client-demo meetings

  • Updating and maintaining Internal customer documentation (Hubspot, Confluence)

  • Collecting feedback on product and features and share with the Product team

  • Creating internal and/or external reports as needed

  • Creating client documents or resources as needed

  • Coordinating small product updates for clients

Customer Success

  • Working with clients to solve their problems with Weever software

  • Building knowledge base articles to support clients

  • Improving internal operations by maintaining and updating onboarding documentation to reflect most recent features and best practices

  • Informing clients of new features and related support resources

Support

  • Monitoring your accounts closely, engaging with customers about their usage, offering technical support when necessary

  • Intaking bug reports, validate bugs and ticket

  • Informing clients of resolved bugs

Bonus experience

  • Customer Success experience in SaaS company

  • Ability to use tools such as Hubspot to gather and assess information

Job Type

    • Full-time, Permanent
    • Salary: 110,000 - 130,000 Zloty per year depending on experience, plus commission and bonus.

Benefits of Working at Weever

We prioritize our teams first. A great team is given the autonomy and support to execute the plan and do their best work. We trust our teams.

In order to support you we offer:

    • A remote-friendly culture: communication is key and we have several team members that are working remotely with us
    • Health care: Benefits provided
    • Insurance:
      • Accident Insurance
      • Pension Insurance
      • Disability Insurance 
      • Guaranteed Employee Benefits Fund (Fundusz Gwarantowanych Świadczeń Pracowniczych or FGŚP)
      • Labor Fund (Unemployment insurance under ZUS)
    • Vacations: Our team members must take them
    • Interesting Problems: Not all of the problems we encounter have frameworks or well-defined solutions

 

Application Process
  1. Video submission by you
  2. Introduction call (15 minutes)
  3. Full interview (45 minutes)
  4. Meeting with the other CS team members (45 minutes)
  5. Take-home exercise
  6. Meeting with our CEO and/or COO (1 hour)

We're pretty quick to follow up, potentially with an offer, within a day or two of the final interview.

Of course we're trying our best to be as inclusive as we can be and we prefer candidates from all members of the community, including those from under-represented groups.

We are a diverse group and we believe it gives us strength. If you have any requests or questions about our hiring practices we'd appreciate to hear from you. We are happy to do anything we can to accommodate the situations of our applicants.

Please let us know if you have any special requirements to accommodate you in your application or employment with us.

How to Apply

Please complete the form below to apply.

We only accept applications from Poland for this position at this time.

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