Customer Engagement Manager - Nordics

Trustpilot

  • Location
    • Copenhagen
  • Date Posted
  • 29 Jul 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We are part of an exploding industry where we have conquered the global market and now due to expansion in Europe we are looking for a Customer Engagement Manager to join our team in Copenhagen. Our Customer Success Team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world.

Mission:

As a Customer Engagement Manager for our Danish customers; you will be:

  • Responsible for developing long-term relationships, success planning and delivering value to our customers - ensuring optimal onboarding & product adoption.
  • Driving product adoption across your assigned market by proactive engagement ensuring best customer experience through client life cycle.
  • Selling Urgency & exploring momentum.
  • Ensuring a premium experience for our clients by supporting them in implementing Trustpilot Solution - understand their KPIs and ensure that Trustpilot delivers against them.
  • Helping our customers & Convey best practice examples that drive ROI.
  • Working hand in hand with our Customer Success Team to deliver a premium experience for our clients by understanding their business objectives, key KPIs and ensuring delivery against them.
  • Defining strategy in cooperation with your clients; securing Optimal Product Adoption
  • Acting as a trusted advisor, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
  • Establish a trusted relationship with all your customers & ensure customer’s overall satisfaction with Trustpilot products to strengthen their adoption; Preparing them for subscription renewal.
  • Ensuring professionalism and a high activity level within the team.
  • Identifying potential upsells/cross-sell opportunities for growth.
  • The role requires special attention to showcasing and delivering long-term value to our clients. It is extremely important that you are a team player, have a passion for talking to customers, are a quick learner and have a positive attitude to change. This is mainly a phone based role & flexibility and agile approach will be needed.
  • We value those 4 key behaviours very high; Team player - Instilling Trust - Self Awareness - Decision Making & Timeliness.

Key competencies

Adoption Management

  • Driving & Delivering Optimal Consulting approach for clients to each Optimal Adoption of our solutions.
  • Portfolio Management;
  • Define strategic approach on how to drive project management and priorities with the given portfolio
  • Sales & Business Acumen;
  • Securing Trustpilot project is a priority for the clients to drive optimal product adoption

Communication

  • Be a Trustpilot ambassador through compelling storytelling to customers and engage efficiently with different audiences
  • Be a Trusted Advisor
  • Building strong and trustful relationships with our customers

Requirements

You have some experience and knowledge with E-commerce, online marketing, SEO/Google adwords, project management and/or software. We expect that you want to be part of an international sales environment that offers great autonomy, and enjoy talking to customers.

  • A minimum of 2-3 years hands-on account management experience or customer facing role, preferably in online marketing, internet or software industries
  • You are experienced in building and maintaining strong relations with multiple stakeholders

Project Management skills/experience

  • A proven track record in driving successful projects delivery.
  • Adept to finding solutions and challenging the status quo.
  • Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
  • Excellent communication and negotiation skills.
  • Motivated, passionate and eager to to roll up your sleeves & get down to business

Proactive mindset

High Energy - like working in a fast paced environment

Great work ethic

Excellent written and verbal communication skills, and an ability to understand the nuances of communicating with businesses and consumers

Native Danish

Fluent English

Second Scandinavian Fluent language is a plus!

We Offer:

  • Extensive on-going training and development for your career in technology sales
  • The opportunity to be a key player at a rapidly expanding global technology company

If you’re looking for an opportunity to grow, a company that invests in your personal development, a solid compensation package, and a fun culture, then you’ve come to the right place.