Auctane is seeking a Customer Success Associate to own the service management and lifecycle for a portfolio of small to medium business accounts. In this role, you will drive customer retention, mutual growth, and identify new opportunities by managing everything from onboarding to implementation, ongoing service delivery, and contract renewal.
What You'll Do
- Proactively review account performance, risk, and development opportunities.
- Develop close, mutually beneficial relationships with key client decision makers across functions like Operations, IT, and E-commerce.
- Work effectively with colleagues across Product, Engineering, Support, Professional Services, and Finance to ensure customer expectations are met.
- Own the commercial and service delivery relationship within your accounts.
- Ensure both regular client and internal business performance reports are in place.
- Own Service Management, including incident and change management.
- Be responsible for continual service improvement and customer satisfaction.
- Review portfolio segmentation to inform account plans and growth strategies.
- Responsible for distributing customer communications and providing effective responses or referrals.
- Ensure the business CRM is up-to-date with accurate data.
- Administer customer contracts, track renewal dates, and ensure timely application of index-linked annual increases.
- Use volume forecasts to trigger volume payment thresholds promptly.
What We're Looking For
- Highly organised and structured.
- Strong customer service orientation.
- Excellent communicator, both internally and externally, with strong verbal and written skills to influence clients.
- Excellent attention to detail and organisational skills with the ability to meet deadlines.
Nice to Have
- Exposure to the retail trade as a supplier or service provider.
- Experience with Salesforce or similar CRM systems.
Benefits & Compensation
- Annual Salary Review.
- 99% discount on personal shipment orders via Packlink.pro.
- Up to 500PLN/year to match your NGO donations.
- One volunteer day off per year.
- Referral Fee bonus of 4-20k PLN.
- Employee Assistance Program with free psychological assistance.
- Great work-life balance with a flexible work schedule.
- Inclusive and upbeat work environment with a cross-cultural atmosphere of 20 nationalities.
- Company events and internal/external training.
- Free access to online training platforms like Linkedin Learning.
- Personal Training Budget up to 3,500 PLN/year.
- Up to 30 days of vacation per year.
- Weekly language classes (English/Spanish/German).
Work Mode
This is a hybrid role. You have the possibility to work from a home office using equipment provided by Auctane, or from our office.
Auctane is an equal opportunity employer.
