👋 Hi there,
We're building folk to help people achieve their goals through lasting, valuable relationships.
folk is the all-in-one CRM. Centralize all the relationships that matter for your organization and customize it to the adapted workflow: from Sales CRM, recruiting pipeline, deal flow management, prospection management, and more.
Are you up for it?
At folk, we prioritize the success and satisfaction of our customers above all else. We provide top-notch support, personalized education, and ongoing guidance to empower users to achieve their goals. We're not just about acquiring customers; we're committed to nurturing long-term relationships and turning them into loyal advocates for our brand. By investing in customer success, we aim to foster sustainable growth for both our business and community.
Join us as our next Customer Success Manager and be a part of this journey towards customer excellence!
What is the focus of this role?
- Support Management Oversee support operations, ensuring prompt resolution of inquiries and issues, managing escalations, and maintaining a comprehensive knowledge base to empower users.
- Onboarding Management Guide new customers through the onboarding process - training sessions, setting up accounts, handling migration -, ensuring a seamless transition and comprehensive understanding of how to use folk effectively.
- Education and Training Provide continuous education and training to maximize users’ proficiency with folk.
- Users Feedback Serve as the voice of our users internally, building strong relationships and advocating for their needs across relevant teams.
- Cross-functional collaboration Collaborate cross-functionally to address customer needs, gather feedback, and drive continuous improvement initiatives.
About the team 🤝
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About you and your approach to this role
- You possess exceptional communication skills, both written and verbal. You’re proficient in English, and ideally in French too.
- You have learned the roots of customer success and support through at least 1 or 2 years of professional experience in a tech Saas company, ideally in a B2B environment.
- You thrive on daily interactions with users, showcasing strong active listening skills, patience, resilience, and empathy.
- You’re a natural problem-solver. You don't just address technical issues; you understand their impact on users' businesses and leverage this insight to craft exceptional customer experiences.
- You exhibit a strong grasp of technology and product functionality, eagerly immersing yourself in understanding the ins and outs of the product.
- You demonstrate initiative, operating autonomously and effectively managing your workload through skilled prioritization and organization.
Sounds like you? Then, we should probably chat.
If you're reading through this and recognize where you are now or how you're projecting yourself then we should probably chat.
If you're reading through this and have even the slightest doubt this role might be it for you, then we should probably chat. Don't let us miss out on the opportunity to meet you 🙃
What's next?
What are we looking for?
- an overview of your background (either a resume or a Linkedin profile)
- a short note to tell us why we're a great fit for each other and how you envision your future @folk
Don't hesitate to share any questions you may have in mind while sending us your application. If you're wondering about it, we should probably share more info in here.
We'll get back to you within a week. No matter our decision, you will hear from us 🙃
Here's our hiring process for this role:
- A 30-minute video call with Morgane - Talent Manager to make sure our expectations are aligned.
- A 45-minute video call with Julie - Customer Success Manager to deep dive into role specifics such as required skills, knowledge, and abilities as well as working environment, and day-to-day life.
- A fully remote exercise to assess your process and analysis thinking alongside your strategic thinking. Followed by a 60min video call to discuss the exercise with Julie and Ginevra - Account Executive
- A 30-minute video call with Simo - cofounder to discuss our approach and vision and make sure there's alignment here as well.