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Pi Labs
Pi Labs

Business Retention and Growth Manager



Sales & Business Development
Sofia, Bulgaria
Posted on Thursday, July 4, 2024

Аbout us:

OfficeRnD has one mission - making flexible and hybrid working a norm rather than an option!

We started building our SaaS platform back in 2015 to support the future of work. We believe that having freedom and flexibility is the way to provide better workspace experience. And that’s what enables us to develop products that matter - for our customers and for the world.

The company has offices in Bulgaria, USA, UK, Australia and our teammates are the ones getting us to the top in our market niche.

So if you live and breathe technology as well, come and join us!

About the role:

As the Business Retention and Growth Manager at OfficeRnD, you will play a pivotal role in overseeing and enhancing our customer success initiatives. You will be responsible for managing and nurturing client relationships, driving adoption and satisfaction. This role is ideal for an experienced individual who can bring a strategic and senior perspective to our customer success efforts.

What you'll do:

  • Build a relationship with the client - anticipating their needs, future business plans, and proactively attending to their roadblocks before they occur;
  • Perform executive business and contract renewals with the customers, ensuring that their plans are going well and are on track. Part of your goals would be to ensure that the customers would renewal their contracts on an annual base;
  • Implementing customer success methodologies to reduce churn, and increase customer loyalty;
  • Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
  • Define and analyse customer success KPIs to identify areas for improvements;
  • Gather and analyse customer feedback, working with the product and development teams to drive product enhancements and improvements;
  • Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure a seamless customer experience.

What you bring:

  • Experience in Customer Success or Account Management in a software company, preferably SaaS product;
  • Experience with being responsible for customer revenue growth;
  • Proven customer-focused mindset;
  • Ability to identify and manage customer escalations;
  • Exceptional communication and interpersonal skills, both written and verbal;
  • A deep commitment to understanding and serving customer needs with a focus on their success and satisfaction;
  • Great time-management skills;
  • Proficiency in spoken and written English.

What we offer in return is the opportunity to join a talented team and also enjoy:

  • Premium health insurance incl. dental;
  • 25 days off a year;
  • 1 additional day off for your birthday;
  • 3 days off for volunteering;
  • Full remuneration of your first 3 days of sick leave;
  • Flexible start and end of the working day and hybrid working mode, including a combination of remote and on-site (a minimum of 40% of the monthly working time);
  • A fantastic work hard/play hard start-up environment - we have numerous social events and team outings;
  • Take part in many sports activities and enjoy a co-funded MultiSport card;
  • Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X.

If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!