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 company that provides actionable eCommerce insights to 4,000 consumer brands, including Adidas, Kraft-Heinz, L’Oreal and General Mills. Using our daily data and analytics, brands can optimize their assortment, content, search placement, pricing and reviews across 600+ retailer websites spanning 50+ countries, helping them outgrow competitors by 70%, on average. 


News outlets, including Good Morning AmericaThe Wall Street Journal and Ad Age frequently cite and trust Profitero as a source of data for their stories. With $20 million in new capital raised in 2020, we’re ready to take our company to new heights and revolutionize eCommerce in the process.


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 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