Workly

Director of Customer Success

At qatium

EMEA Only

 

 

Qatium is seeking an experienced Director of Customer Success to champion our platform among our users and build a world-class customer onboarding, retention, feedback and support experience.

 

Qatium is a cloud-based developer of digital water technology with offices in Valencia, Spain and a presence around the world. The company operates an open and collaborative water management platform that helps utilities improve the efficiency of their water distribution systems.

 

 

About The Role

 

Reporting to the Head of Marketing, the Director of Customer Success will support and accelerate the company’s customer development and retention efforts. In addition, you will be the company’s main point of contact for onboarding Qatium’s users and act as the voice of the customer with the product team.

 

What You'll Do

  • Show the customer the path to value. Own the customer onboarding process. Work with new and existing users to highlight core capabilities. Implement analytics and KPIs to measure product usage, customer satisfaction, lifetime value and growth

  • Client advocacy: act as the voice of the customer within Qatium and provide a feedback loop with the product team

  • Implement strategies and processes to maximize lifetime value and minimize churn while increasing usage and identifying up-sell and cross-sell opportunities

  • Develop and maintain Qatium’s customer knowledge base, workflows, ticketing, live chat and email support channels

  • Implement one-to-one and one-to-many customer education and learning opportunities to successfully engage with customers and drive product adoption

  • Develop a deep understanding of the product to recommend the features and functionalities that meet the needs of Qatium’s customers

  • Build and execute a strategy to generate referrals and feedback

  • Partner with internal teams to ensure customer needs are met; coordinating with product, engineering and marketing teams

  • Consistently bring creative ideas and solutions to the team on how to improve the product and customer experience

 

 

Company Benefits & Perks

 

  • 🌎 Work from anywhere in EMEA or move to Spain

  • 💰 Competitive salary

  • 💧 Opportunity to impact the world

  • 🏖 7 weeks of vacation including public holidays

  • 💻 Latest MacBook Pro or equivalent

  • ⚕️ Medical and dental insurance

  • 🏄‍♀️ Home office, well-being and personal development budgets

 

 

Why Join Us?

 

  • 🚀 Join a high growth tech startup that’s changing the world. Literally.

  • 💡 Apply and develop your skills solving concrete business problems

  • 👑 Phenomenal career growth opportunities

  • 💕 A fun and supportive work environment

 

 

Who Can Join Us?

 

  • You must be willing to work remotely

  • You must be physically located in Europe, Africa or the Middle East

  • Some benefits may not apply depending on your country of residence

  • At this time we are only able to provide official employment status to residents of Spain.  All other candidates join our team as a part-time or full-time independent contractor and are responsible for paying any taxes or fees where they reside.

  • Some jurisdictions and countries have limitations on the ability for independent contractors to perform work for companies located in foreign countries.  These laws might limit some candidates from joining our team.

 

What’s The Process?

 

  • First round: Apply online.  Be sure to include a sample of your work!

  • Second round: complete a short questionnaire

  • Third round: video call interview with Head of Marketing

  • Final round: video call interview with the team

 

 

Diversity & Inclusion at Qatium

 

 

Qatium is committed to bringing together individuals from different backgrounds and perspectives.  We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

 

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression or any other legally protected status.

 

About You

 

  • You have 5+ years experience at a B2B software company in customer success, sales, or account management.

  • You have the ability and appetite to acquire technical product knowledge

  • You have a deep understanding of effective service and product-led growth strategies

  • You have exceptional organizational skills and know how to deal with rapid change

  • You have a strong command of English with excellent verbal and writing skills

  • You love technology but also human interactions

  • You are data driven and not afraid to learn new things

  • You are a strategist and a doer at the same time

  • You are a self-starter with an entrepreneurial spirit

  • You are an idealist

 
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