Customer Support Manager, EMEA

Customer Success · Maidenhead, Berkshire
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced

About Profitero


Profitero is a leading global SaaS commerce platform that uses predictive intelligence to help brands anticipate, activate and automate their next best action to fuel profitable growth. Our technology monitors 70 million products daily, across 700 retailers and 50 countries, helping brands optimize search placement, product content, pricing, stock availability, reviews and more. News outlets, including Good Morning America, The Wall Street Journal and Ad Age frequently cite and trust Profitero as a source of data for their stories. Now’s an exciting time to join our fast-growth business.


Profitero has recently joined Publicis Groupe (a $13 billion global marketing services and technology company) as a standalone commerce division, infusing our business with significant product development resources and investment. while giving our employees an incredible launchpad for their careers. Profitero’s tech and data combined with Publicis’ tech, data and activation services positions us to be a true end-to-end partner for helping brands maximize eCommerce market share and profits.

Come be a part of our fast-paced, entrepreneurial culture and next stage of growth.


Overview


As a Customer Support Manager you will be working with Profitero customers to help them with product questions and ensure their success with Profitero. You will play a critical role in the company and will have the ability to accelerate your career. Working in a fast paced company, you’ll need the ability to learn quickly and have the self-motivation and determination it takes to succeed in a rapidly evolving market.


Office: Maidenhead, UK, currently working a mix of office and remotely

Hours: Full-time


Responsibilities:


  • Engage directly with customers to ensure excellent levels of service
  • Work with Account Management, Insights, and Technology team to ensure customer success 
  • Project manage internal and external resources to achieve desired outcomes
  • Become a product expert on Profitero’s eCommerce analytics platform
  • Help customers organize and code their data in our Product
  • Assess data for completeness, integrity, and accuracy
  • Provide clear and prompt communication with customers through support calls and emails 
  • Manage workload and overlapping priorities to meet scheduled deadlines and commitments
  • Diagnose and resolve data related challenges our customers may encounter
  • Identify and track support issue progress through our help desk system


The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.


Qualification and Skills:


  • 2+ years of technical support or client service experience
  • Excellent organisation, problem solving & prioritization skills
  • Passion for solving problems and taking action
  • High degree of proficiency in Excel
  • Prior experience technology / software company a plus
  • European language skills desirable for EMEA based roles (primarily German and French)


Company benefits: 


Profitero is a company that cares about its employees. As a company we feel that as our employees are always going the extra mile, so should we. That’s why we offer fantastic benefit packages to all our employees, including:


  • Competitive base salary
  • Attractive Bonus Scheme
  • Employee healthcare plan (option to add additional family members)
  • Dental care plan
  • Eye care scheme
  • Employee Assistance Programme (EAP)
  • 24-hour online GP service
  • Company pension scheme
  • Cycle to work scheme
  • 25 days holiday plus bank holidays
  • Gym membership at 50% off 
  • Employee referral program
  • Personal employee development plan 
  • Access to Personal Learning Development Library 
  • Profitero Hero scheme 
  • Flexible working hours


Profitero is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

Thank You

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  • Location
    Maidenhead, Berkshire
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced