Technical Customer Success Manager

Permanent employee, Full-time · New York

Introduction

Opportunity

Would you like to work in a growth company backed by Sapphire Sports and Global Founders Capital? With our truly multicultural and dynamic work community of professionals, Flowhaven has been nominated as one of Accel's top 100 European and Israeli cloud companies to watch in 2021.

Flowhaven is a software solution on a mission to lead the licensing on a brighter world by creating modern tools that bring simplicity, efficiency and clarity for all parties in the licensing process. We work with incredible companies and brands across TV, film, games, animation, sports, and more. With our Salesforce-based solution, we’re making streamlining operations and maximizing revenues easier than ever.

Flowhaven is headquartered in Helsinki, Finland, with growing teams in both Los Angeles and New York areas. 

Flowhaven is seeking a unique and highly motivated Technical Customer Success Manager to join its US team. As a member of the Customer Success Team, you will work hand-in-hand with both the Customer Succes managers as well as the Product and Engineering teams to help our clients get the most from Flowhaven. As required, this role will also give direct support to our clients. 

This is a full-time position, based in New York (New York City Metropolitan area). You will be reporting to the CS Senior Manager, Onboarding & Technical Suppor (located on the West-coast). The position starts as remote and once the company establishes an office in New York, the position will be hybrid office/remote. 

Responsibilities

  • Update, customize, configure, and manage client environments on an ongoing basis; Salesforce configurations required

  • Partner with customer success manager to drive discovery with clients to learn about their data, business and ways of working, providing solutions and guidance to how Flowhaven can support their business

  • Provide technical support and respond to support tickets for assigned customers

  • Perform regular testing of new product updates within customer sandbox environments

  • In coordination with CS Managers and/or QA, troubleshoot technical issues raised by customers

  • Create and update CS support documentation materials

  • Support the ongoing customer and internal CS team’s education of the platform’s ever-improving solutions, features, and capabilities

  • Build and maintain essential technical knowledge of the product, and continuously train team on new product features

  • Ongoing planning, implementation, and optimization of automated workflows, driving scalable customer success operations and customer support

  • Work closely with fellow CS Tech team members to implement improved systems that further professionalize and scalable technical support customers

In order to succeed in the role:

Must-haves to succeed

  • Salesforce administrative experience - Salesforce Administrator Certification a huge plus

  • 5+ Years-experience in technical customer support or at least one year experience in Salesforce solution consultancy

  • Technical aptitude and an ability to learn software programs

  • From time to time the ability to work across multiple time zones  - you will be working in collaboration with our team in Helsinki, Finland so this means some early mornings

  • Problem-solving and analytical skills with a proactive and solution-oriented mindset

  • Ability to work independently and in a team environment

  • Superior verbal and written skills - comfortable leading discussions with and presenting to clients (remote/telecon) 

We see as a plus

  • Experience managing technology support for multiple customers of varying size and scope

  • Experience with Jira and Confluence, including working with development teams to translate CS and customer requests, bugs, etc.

  • Experience with brand licensing business

  • Experience with data analytics

  • intermediate-to-advanced Excel skills 

We offer:
  • A chance to grow within the company

  • An opportunity to make a real difference in a dynamic work environment

  • A work community that supports your personal development and wellbeing

  • An internationally diverse team of technically strong professionals

  • Competitive salary

 Employee benefits include:

  • Salary: $85-95K base salary based on level of experience

  • Stock Options

  • Support for your professional development

  • Health insurance package (medical, dental, and vision with your selected provider, 80% of premium covered for employees, 50% for dependents)

  • 401(K) with 5% company match

  • Competitive paid-time-off (15 days PTO + 2 weeks responsive break at the end of the year)

  • 5 days of paid sick leave per year

  • Paid family leave

  • A chance to work in a truly global company with Nordic roots!

Why us?

Flowhaven is building an international organization with core values being in employee wellbeing and growth. We are constantly looking for new ways to support our employees to be able to give their best performance and grow within the company while still maintaining that healthy work-life balance.

Please send us your CV and cover letter. We will hire once we have found the right person. We will get back to applications latest in the week starting on the 25th of July.

We hope to hear from you soon!

Take a look at the team:
See the team here!

If you have any questions regarding the position, please reach ​out to the hiring manager of this position: Michelle Bergquist michelle.bergquist(a)flowhaven.com
Join us!
Thank you for your interest in Flowhaven. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to jobs@flowhaven.com.

Please upload your CV and a short cover letter (max. 20 MB in total).

Click to select multiple files or use drag-and-drop
Click to select multiple files or use drag-and-drop

Uploading document. Please wait.