Skillcast, a leading provider of e-learning and compliance tools, is currently seeking a Customer Success Manager to join their team in Malta. The successful candidate will be responsible for managing a portfolio of B2B clients, building strong relationships with client decision-makers, and providing excellent customer service.
As a member of the Customer Success Team, the Customer Success Manager will be responsible for managing day-to-day requests through the ticketing system on Zendesk, facilitating and guiding clients via MS Teams meetings, and adhering to agreed client Service Level Agreements and GDPR regulations when handling personal and confidential client data. They will also be responsible for planning and structuring training needs with appointed client administrators, guiding customers with useful product updates and improvements, and learning about their needs and future requirements.
To be considered for this position, candidates should have 2-3 years of customer service experience, excellent interpersonal, written, and verbal communication skills in English, and knowledge of data handling, MS 365 apps, and other standard IT applications. Candidates should also have a proven track record of good attention to detail, the ability to ask critical, insightful questions, and probe for information that facilitates problem-solving. Additionally, candidates should be friendly with a service mentality, well-organized, and able to handle diverse clients diplomatically and tactfully.
Other requirements for this position include a willingness to learn about new products and adapt to changing procedures, the ability to handle a fast-paced environment with good time management and organizational skills, reliability, professionalism, and good follow-up skills. Candidates must also be eligible to work within the EU, and experience working with an online application such as CRM or Learning Management System databases, as well as experience in working with ticketing systems like Zendesk, would be an advantage. Experience in working in technical support is also desirable.
Skillcast offers a competitive salary plus quarterly performance-related bonuses, as well as a statutory holiday (full-time) plus Bank Holidays. The company also offers hybrid working, with 2 days per week in the office and 3 days per week working from home. The company is based in a great penthouse office in Mriehel with a garden terrace and designated parking.
If you have a passion for customer service and are looking for a challenging and rewarding career in a thriving and innovative sector, then Skillcast may be the perfect fit for you. Apply today to become part of a dynamic and growing team that is dedicated to building ethical, inclusive, and resilient workplaces.