facebook tracking
Customer Success Agent

Customer Success Agent

Do you want to work with a market-leading solution, front-line technology and team-up with driven, dedicated and skilled people?  

inRiver is a highly ambitious, global company with 50% growth in the software industry. At inRiver, you are guided by our values and work in an entrepreneurial atmosphere. You team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization.

The Customer Success team
Our goal is to help our customers get the desired outcome of their investment and continually help them increase the value of inRiver PIM.  The focus of the team is on building a strong relationship with our customers. Starting during the implementation phase with a customer on-boarding program and increasing the activities post go-live, we actively interact with customers through meetings, training, forums, sharing best practices and providing advice to ensure the customers launch and continuously use inRiver PIM successfully in their organization.

We are serious about making it easier for our Customers to work together with us and we constantly strive to make improvements by bringing back the learning from Customers into our organization, coordinating them internally to find the best solution for our customers.

As a person, we would like for you to have strong service mindedness, you are business oriented and strive to find solutions to the problems you encounter. As anyone at inRiver you are flexible, resourceful and self motivated. 

Your responsibilities are divided into three main categories:

Service Center – Single point of contact

  • Register, classify and respond to service requests received through various channels such as live chat, portal and mail
  • Take ownership of issues, ensuring they are responded to within the SLAs
  • Act as the communication hub towards customers and partners by coordinating their support requests, questions- and coordinate the response internally
  • Utilize existing processes, knowledge manuals or other reference materials to resolve issues where possible
  • Network with other departments and document processes and touch-points with other teams that affect customers
  • Help drive automation of Service Center systems and processes

Knowledge sharing

  • Provide feedback and update existing knowledge articles
  • Create new articles
  • Community monitoring and contributions, ensuring customers and partners get answers to their questions
  • Participate in User groups/User forums
  • Develop and deliver Customer training through webinars, in user forums or one to ones

Customer On-boarding

  • Maintain touch points for customer on-boarding program
  • Execute on touch-points
  • Make improvement suggestions for on-boarding program
  • Follow-up and close the loop on customer expectations and interactions
  • Root Cause Analysis
  • Categorize, track and analyze issues
  • Prioritize and drive resolution of top call drivers to prevent future issues
  • Collate and feedback information to other departments within inRiver to improve customer experience in both product and ease of working with inRiver
  • Identify Up-sell opportunities and create call-to-actions

Qualifications

  • Strong communication and customer interaction skills
  • Strong service acumen in a business environment
  • Excellent written and verbal communication skills in English
  • Excellent time management and organizational skills required
  • Demonstrated ability to be proactive and take initiative to get things done
  • Multicultural Customer Service competency
  • Bachelor degree or equivalent work experience

Of course, we also want you to live our core values:  

  • We act responsibly
  • We have fun
  • We take action
  • We simplify
  • We are trustworthy

– No one of us is as smart as all of us!
We look forward to hearing from you.

Apply for this job
Usually responds within a week

Or, know someone who would be a perfect fit? Let them know!

Core Values & A High Five mentality

inRiver teams inspire and contributes to customer success all over the world. As a team, we work together to make an impact and help our customers thrive and grow their business – celebrating and sharing our wins. The inRiver values guide our every-day actions helping us make a difference. 

We act responsibly
We have fun
We take action
We simplify
We are trustworthy

No one is as smart as all of us!

Goal-oriented, hardworking, dedicated, and good fun.

Our global team of inRiverians is a dedicated team of professionals where each individual contributes to the strength of our company. We all work toward our common goal of bringing a truly extraordinary PIM solution to the market. Together, as a team, we are creating a first-rate software platform that is both agile and smart.
Want to join our fast-growing global high-five team? 

ettjamstalltskanedigitaltmärke.png


 

Already working at inRiver?

Let’s recruit together and find your next colleague.

Teamtailor

Applicant tracking system by Teamtailor