Original listing text, shown exactly as published by the company.
Key Responsibilities
- Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.
- Responsible for addressing and managing customers' health cases assigned to them.
- Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions.
- Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges.
- Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction.
- Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization.
- Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health.
- Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction.
- Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.
- Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations.
- Collaborate with Treasury on payment collection for late-paying customers
- Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform.
- Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.
Requirements
- Minimum of 2 years of experience in a Customer Success, Account Manager or quota-carrying role, preferably in a SaaS or technology company.
- Proven track record of managing multiple customer relationships and driving customer success initiatives.
- Ability to effectively manage customer expectations and any conflicts should they arise.
- Exceptional communication skills, both verbal and written.
- Strong interpersonal skills with the ability to build rapport and trust with customers.
- Analytical mindset with the ability to leverage data to drive insights and decision-making.
- Cross-functional collaboration skills with experience working across departments to achieve common goals.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong organizational skills and attention to detail.
- Passion for customer advocacy and commitment to delivering exceptional service.
- Willingness to continuously learn and upskill to keep pace with product advancements and industry trends.
- Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.
Attributes that are not required (but are a bonus)
- Experience in the HR industry and employment practices spanning multiple countries
You'll also need
- A reliable home internet connection (or be able to get one)
- Proficiency in both written and spoken English language is required
How we work together at OysterOur values guide the work we do, the decisions we make, and the culture that makes us special. We make it happen. We drive change. We build and give trust, and we are a united team.
Our mission is to create a more equal world, one global hire at a time. Everything we do ladders up to our mission, and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work.
We embrace asynchronous communication and collaborative work and share our practices in the Oyster Public HQ to help other global teams learn from our experiences.
How YOU workWith diverse locations, cultures, and needs, we created How YOU Work; a program supporting your whole human experience at Oyster:
- Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
- Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
- Mental health support: Access Plumm, our mental well-being service.
- Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue for ideas.
- Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.
- WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.
✨ The best jobs should be available to everyone We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.
Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email jobs@oysterhr.com with the subject line: Interview Accommodations.
Our available positions are on our careers page. Our team will only contact you from an @oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline.
