Customer Success Associate (Danish speaking) at Falcon.io


Copenhagen, Denmark
Customer Experience
Full-time
As a Danish-speaking Customer Success Associate, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through trainings, follow ups and additional check-ins. You are a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers. Most importantly, your aim is to be positioned as a Trusted Advisor with your customers and to build upon this trust to ensure Falcon is pivotal to your companies' success.

What you'll do:

    • Serve as the primary point of contact for the customer during and post-implementation of Falcon.io
    • Develop a trusted advisor relationship with customer stakeholders to drive product adoption. Educate customers on how to leverage features and new releases
    • Understand the customer needs and link them to workflows in our products
    • Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities
    • Help strategize with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI
    • Partner with internal Falcon.io stakeholders (account managers and strategy advisors) to align account activities with the customer's business case and strategy
    • Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal

You will be a good fit if you have:

    • Passion to develop and build a career in Customer Success
    • Danish & English to a native fluency level (other languages such as German and French are a plus)
    • Customer first mindset and strong relationship management skills (tailoring for the different stakeholders)
    • Excellent problem-solving skills and good technical knowledge
    • A passion for and strong knowledge of the digital marketing landscape to deliver valuable advice
    • Commercial acumen and comfortable with working towards set targets e.g. goal-driven and accountable
    • Solid organisational skills like project management and milestone completion
    • The drive to steer customers to succeed with a data-driven approach

What we offer:

    • An open and informal working environment defined by high levels of personal responsibility and follow through, and excellent career development possibilities
    • The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader
    • A pension scheme and health insurance, and staff discounts at a few of Copenhagen’s best (and not so well-kept) secrets
    • An office space housed in the old Danish Design Center, directly opposite Tivoli Gardens in central Copenhagen
    • The Falcon Feed: our in-house canteen providing up to 3x meals per day, including drinks and healthy snacks

About Falcon.io

Falcon.io provides a unified SaaS platform for social media listening, advertising, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram.
Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia and Melbourne. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment. We joined the Cision family in January 2019, and together we help brands build better relationships with their customers.

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