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Automation expert with focus on customer engagement

Automation expert with focus on customer engagement

We're on a mission to put more smiles on people's workplaces and are looking for yet another star to join us at our Stockholm HQ! 

The micro description of this role

We are now looking for a colleague who can make it possible for us to broaden our customer success approach to a vast amount of users in order to make sure our clients get the best possible experience with &frankly.

The more detailed description

This role is a key position to both &frankly and our customers' success. You will be analyzing customer usage to make sure customers use &frankly in the best way possible to drive engagement in their workplace. Based on the findings you will be implementing automated means to promote use of &frankly and increase customer satisfaction, through e.g. hypothesis and A/B testing automated customer nudging and check-ins, feature- and content promotion based on result data, chatbots/rule-based support/automated product guides or other similar capabilities, to help customers get the most out of our tool. You will be working closely with a content manager, product development and our customer success colleagues that interface customers directly.

Your team 

We can offer you a fantastic team, dynamic environment and great development opportunities joining a young company with international ambitions.

You will be based in the Implementation & Customer Success department. The team is in charge of making sure that customers are continuously receiving value from our service. We strive to drive a pro-active business process where support is about anticipating the needs and questions of our customers before they even have them and promoting usage by suggesting what they could do next.

We think it's good if you recognise yourself in this description:

You...

  • are comfortable using data to recognize trends – you even get a kick out of searching for and analyzing user data to identify a potential solution
  • are able to work in a hypothesis driven way, identifying which data we should be gathering in order to best drive usage and what new paths we ought to try
  • would feel comfortable implementing automated rules, guiding and actions in a wide variety of technical tools, such as our ChurnZero and Zendesk or other tools proposed by/to you
  • have the ability to effectively multi-task, prioritize and take ownership of assignments and bring them to successful completion – good at keeping focus

Qualifications

  • Experience from analyzing product usage data, preferably within the B2B SaaS space
  • Solid analytical and structural skills (e.g. find patterns, identify possible ways to nudge users, implement these and evaluate if they worked to move the needle to make our customers even more satisfied and loyal)
  • Previous work in similar fields (e.g. marketing automation) is an advantage
  • Communicate fluently in English (written and oral) and preferably in Swedish
  • Good computer skills and open to work with various data collectors and software
  • You have relevant post high school studies

So, you think this could make you smile at work? 

If you think this sounds interesting we would love to hear what you are looking for in your next employer, what you believe your strenghts are and what makes you smile at work. Interviews will be held continuously so drop us a line ASAP :) We're looking forward hearing from you!

Have a fantastic day!


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

Ambitious but humble

We're a small but quickly growing team that are passionate about making a change. We value creativity and getting things done over formal titles and fancy business cards. We work collaboratively and hard, with a flat, open and honest culture - and we know that in order to be creative we have to have fun doing it! And have a nice place to work. And satisfy the foodies.

We meet with large international companies one day and small creative agencies the next, which we means we need innovative creators, tech nerds, driven sales reps as well as seasoned HR experts on our team; people that we believe may come from all over the world and join us in Stockholm to realize our vision.

Already working at &frankly?

Let’s recruit together and find your next colleague.

email
@andfrankly.com
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