Customer Experience Manager (English & Romanian)
Job Description
Join us as a Customer Experience Manager! Our Customer Experience Team is looking for a new member who will be the main point of contact for our MAX customers, proactively supporting them in product adoption, gathering feedback on GetResponse tools, and providing creative solutions that help them achieve their business goals.
About us: GetResponse is a SaaS company recognized for its industry-leading email marketing and marketing automation software. We’ve been serving our customers since 1998 and are proud to have 400,000+ SMBs and 1,000+ enterprise customers on board. We’re global, remote-friendly, and multicultural, yet we share the same values.
Main tasks:
- building and maintaining strong relationships: develop and nurture relationships with key customers to understand their business needs and goals, act as a trusted advisor
- elevating customer satisfaction, retention and product adoption: monitor customer satisfaction levels and proactively address any concerns or issues, provide solutions, and drive value from GetResponse MAX
- providing product expertise and support: provide ongoing support via phone, email and meeting software for our customers
- managing customer success planning: define clear goals, milestones, and success metrics in partnership with customers; regularly review progress and provide recommendations for improvement or optimizations
- managing cross-functional collaboration: collaborate closely with internal teams such as Sales, Support, Product, and Marketing to ensure a seamless customer experience
You may be the perfect fit if you have:
- excellent command of English and Romanian (min. C1 level each); Polish knowledge would be considered a strong advantage
- permanent residence in Poland
- 2 years of experience in B2B customer service, customer success, or other customer-facing roles where building business relationships was required
- the ability to build and maintain long-lasting relationships with customers
- proactive approach and strong self-organization skills
- superb verbal and written communication skills
- strong analytical and problem-solving skills
- the ability to work independently and in a team
Nice-to-have:
- experience with supporting SaaS applications users
- technical accumen, for ex. basic understanding of APIs and integrations
- project management experience
- familiarity with CRM systems (e.g., HubSpot or similar tools)
- experience working with Customer Success Management platforms (e.g., Vitally)
- understanding of email deliverability fundamentals
Salary range:
- 7 300,00 – 9 700,00 PLN gross/month on contract of employment
Extra perks include*:
- we work in a hybrid model for those based in the Tri-City area; employees based outside the area work fully remotely
- home office set up – a one-time bonus for a maximum of 1000 PLN (or equivalent) to help set up your home office space
- private medical care for employees and their family members
- employee referral program – up to 10 000 PLN for recommending a friend
- corporate life insurance
- employee pension program (PPE)
- flexible working hours and no meeting days – we want to help you adjust your schedule to your activities
- wellbeing and mental health culture – mental health helpline, sport card etc.
- modern equipment – most of our teams work on MacBooks
- English classes
- internal initiatives like webinars, knowledge-sharing sessions, and more!
*Some benefits may be available for the talents hired under the contract of employment only.
Apply and enjoy our fully remote online recruitment process!
- Review stage: We’ll check your resumé/CV to screen for various criteria and match your talents with opportunities.
- Phone interview: We’d like to get to know you, and vice versa. Let us know why you want to join our team and why you’d be a great fit with us.
- Task challenge: Show off your skills! We'll ask you to complete a brief task. We'll suit it to fit your skills and your calendar.
- Final interview: It's your chance to shine and show that you're the perfect fit for the role. Meet your future manager and see what’s in store for you.
- Offer: If you have what it takes, accept our offer and — welcome aboard! Join our team and be in great company!
Marta is the recruiter responsible for this process – if you have any additional questions, feel free to contact her!
