Hubtype is building tools that help companies communicate with their customers on messaging apps like WhatsApp or Telegram. Some of the largest companies in Europe (like EPSON, Levi’s, Volkswagen, or Allianz) use our products to attend to millions of customers every month. Our mission is to create better business-consumer relationships by embracing simple, meaningful, and customer-centric communication.

We are growing fast and we’re in a unique position to become the leaders in the EU conversational apps space thanks to our award-winning, open-source chatbot technology, and exclusive partnerships.

About the role

As a customer success team member at Hubtype, you will use your skillset to build key relationships with your customer base to ensure the product implementation is completed successfully. You’ll be a strategic consultant for our customers and our partners and their clients on their journey into conversational experiences, advising them on high-impact business use cases and providing the professional services required to deliver high-quality, timely, and valuable solutions to their problems and needs. You will focus on activities, such as discovery workshops, scoping, planning, product implementation, mentoring, and training, identifying up-sell opportunities, and ensuring contract renewals.

It will be your responsibility to work proactively with our partner to use outcome-based reporting and KPIs to show a return on investment for our customers. With this in place, you will help grow and build Hubtype’s footprint.

What you’ll do

• Create and maintain a relationship with our clients and partners to ensure the success of our tool within their organization and the renewal of customer subscriptions
• Maintain a detailed understanding of Hubtype’s products and services and how they can be used, assist our partners with questions, and suggest the best products and practices for their customer’s need
• Review customer complaints and concerns and seek to improve all aspects of the customer experience within the company
• Work closely with our customers and partners to create, define and review success criteria
• Develop strategies for the continuous monitoring, evaluation, and improvement of all aspects of product/service including but not limited to, product adoption, analysis of customer feedback, identification and mitigation of risks
• Conduct business reviews to ensure successful outcomes are being achieved from Hubtype’s solutions and identify new business opportunities
• Manage complex partner/customer relationships that may extend across multiple products, regions, and teams
• Prepare scope and business cases for more ambiguous or complex projects including cost and resource impacts
• Contribute to solution design, identifying innovative solutions to business requirements, driving standardization and re-usability
• Communicate technical decisions clearly and effectively (why? when? how?), measure its progress and impact, take accountability, and be flexible about changing direction if conditions of the project change.
• Seek to promote the value of our product and up-sell services and products with brand image and promoting value through customer experience