Customer Success Associate

Would you like to work with a cloud-based SaaS solution, with the aim to enhance our clients’ success, flight safety and happiness?
Are you looking for opportunities to grow yourself and your career quickly in a strongly value-based, global culture?
Then, this might be an excellent opportunity for the both of us!
We are Web Manuals. We are on an exciting journey to become the world standard in digitizing manuals.
Web Manuals is based in Malmö's most modern area! Solely within the last year Web Manuals has grown by 30%. Web Manuals creates a cloud-based service for digitalization of manuals for the aviation industry across the world. By digitalizing aviation manuals Web Manuals enables a safer, updated and a more easily viewed information management for their customers.
Our cloud-based document management system is a tool for digitizing manuals for small to mid-sized flight operators. We help our clients become more successful, safe and happy by simplifying the editing process as well as the distribution of operational manuals.
We are a young and fast-growing company with 45 employees and offices in Malmö, Sweden, New York City and San Diego, US, and soon to open, Singapore!
What we offer:
· A strong value-based culture with fantastic opportunities to grow, develop yourself and influence both your daily work and the business.
· An opportunity to be part of giving back to society, through our Corporate Philanthropy program 1-2-3 Forward.
· A global, dynamic and diverse environment! Among the 45 of us we speak 21 languages!
· To be part of a disruptive company with more than 340 customers in the aviation industry.
We are looking for:
An Excellent Customer Success Associate
As a Web Manuals Customer Success Associate you build customer relationships to promote solution implementation, retention and satisfaction. Your targets are clear, and your freedom is great, only matched by your own motivation and ability to structure your days. To support you in your daily work, you will have an effective organization with a broad experience and competence behind you. We offer you a unique opportunity to both create and experience a fantastic journey together with us!
Responsibilities in the role
· Building relationships proactively with customers to enhance their knowledge, guiding them through the customer journey and keeping them informed.
· Understanding and addressing the customers’ needs before they are aware of them themselves.
· Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
· Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
· Coordinate Web Manuals implementation projects.
· Contact and visit customers (post pandemic) on a regular basis.
· Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
· Inform customers about upcoming various events.
· Renewing customer contracts.
· Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the development team.
On a personal level
· You are an individual that is excited about SaaS, Customer Success & Aviation and even more so, about growing as person.
· You have a team-oriented mindset, ability to see the “big picture” - because you understand that our entire team must meet our goals for Web Manuals to be successful.
· You are structured and analytic and continuously seek to improve everything you do.
· You are excellent with building trustful relationships and understanding the customer’s needs.
· You are a clear and professional communicator since communication with customers and peers is part of your daily work.
· You have technical aptitude and the ability to understand and explain complex concepts in simple terms.
· You can work independently, drive your own projects and quickly get into new work-related situations.
· You are quality conscious and committed to your work at all levels. We feel strongly about digitizing and simplifying processes and we hope you feel the same way.
· You are self-motivated and easily see what needs to get done.
· You have a pragmatic mindset and like to solve problems.
· You have a good understanding of the business and solution and service partners and can identify new business opportunities.
Qualifications:
· A university or college degree
· Experience of working in a relationship building role
· Fluent English, both in writing and speaking. It’s our corporate language and the language we use to communicate with our customers
· Experience from the IT or Software industry is meriting
· Experience of working in an international environment is also meriting
To love being part of the Web Manuals family, you are ready to join us in our values Leadership, Enthusiasm and Responsibility. We are truly looking for someone who has an open mind and non-prestigious attitude to changes, diverse cultures and a natural incline to get involved, take responsibility and act with integrity at all times.
This is a full-time position based in our centrally located office in Malmö.