Customer Success Manager

Have you ever used a library card, worked on a construction site, or needed to identify yourself with a staff card? Then it's very possible that you've used one of Nexus' products. We secure society by enabling trusted identities and one core business is to produce and offer our customers customised and personalised access/identification cards ( (https://nexusid06.se/?utm_source=sv&utm_medium=blurb&utm_campaign=link) and (https://www.nexusgroup.com/sv/solutions-online-tjanster-kort-tjanst/)) to companies all over Sweden and Europe.

With 300 employees, some would consider us a small company, but we see ourselves as an organisation where every individual will be seen and make a difference.

To secure and strengthen our presence on the French market we are expanding our team with a French-speaking Customer Success Manager, working from our Stockholm office at Telefonplan.



About the Team

You will join a talented Customer Success team, based in Sweden. For us, the needs of the customer come first, and we ensure them a high-quality start with our products and solutions. Together we strive to improve the customer experience with the goal of retaining customers and increasing customer loyalty.

We do this well since we put a lot of trust in each other, and we believe that everyone in the chain is important - we want you to feel included and appreciated.



What will you be doing at Nexus

You will be our first Customer Success Manager supporting and expanding our business in France, meaning that you will have a big role in the implementation journey. You will work close with your leader to develop strategies and plan for how we want to practice and grow our business in this emerging market. The customers/project you support will, however, not be limited to only French customers.

In your day-to-day work you will be managing the customer lifecycle and ensure a smooth and satisfactory experience for both new and existing customers. You make sure that our customers understand and experience the value of our products/services throughout the duration of their journey together with us.

You also work closely with the sales organization to pick up on customer leads or business opportunities and handle quotations. You provide and use customer feedback to develop and up-sale our product portfolios.

You will also:

- Support customers with ongoing assistance, requests, and renewals
- Facilitate and improve the customer onboarding process
- Train customers and internal stakeholders so they can optimize their activities using our products
- Administrate customer data, making sure contracts/agreements are up to date
- Analyze customer data to improve customer experience


Systems you will work often with: Dynamics 365 and Office 365.



Who are you

To thrive and succeed in the role of Customer Success Manager, you should be social, analytical and be able to communicate clearly and effectively. For this role it’s imperative that you collaborate well with colleagues from your team and other departments, as well as providing a professional service for the customer.

We expect you to be a few years into your career, with some years of previous experience working in customer support and/or identity management. You are used to administrating customer data, with previous experience working with an ERP system seen as an added plus. It is also a big plus if you have previously worked with and/or provided customer service to French customers/partners.

Your mission is to ensure an efficient customer experience, which requires you to work in a structured manner and follow established procedures. This doesn't mean that we don't want you to take the initiative to make improvements - on the contrary! You will have a big responsibility and freedom to think outside the box and contribute to improve the quality of what we do and how we meet our customers.

We are a global company, it is a requirement that you are fluent in both English and French, both spoken and written. We also want you to understand basic Swedish.  
 

Diversity  

Nexus is an equal opportunity employer. We truly believe in being ONE Nexus. You are welcomed at Nexus for who you are, no matter where you come from or what you look like. Our technology is for everyone, and so is our workplace. So, bring us your personal experience, your perspectives, and your background to thrive, collaborate, and be forward-thinking!  It’s in our differences that we will find the power to keep innovating the way we secure the world.