Customer Success Specialist (CET)

Here is Brella in a nutshell ✨

Established in 2016, Brella has already helped hundreds of thousands of people at events find jobs, colleagues, investors, etc. We provide the world’s smartest event app for events with the heart of networking and so far we have digitally transformed thousands of events across 50+ different countries worldwide.

Why Brella & our Customer Success team? 🚀

• You will get to work and build relationships with our diverse customer base, you will work with event organizers and help planning world-class events!
• Our strong global presence (customers in 60+ different countries), rapid growth and relatively small size offers a wealth of growth (and financial) opportunities for high achievers.
• A truly international high-growth work environment with 10+ nationalities in the team. We embrace diversity, equal opportunities, inclusion and having a great work-life balance.
• We have a very strong people-first culture. You'll have the opportunity to grow with (and into) your tasks in a warm and welcoming atmosphere. No strict hierarchy & a great Brella team spirit — we believe that people do their best work when empowered and having fun! 🥳
• You will get to learn from an amazing, experienced team who are passionate about customer experience and who are living a can-do attitude
  
  

What does your day look like? 🖥️

As a Customer Success Specialist for Brella, your role focuses on helping event organizers succeed with the implementation of Brella at their events and accelerating their time-to-value.

Every Day Is Different, Challenging And Exciting, But In General, a Day Will Consist Of Some Combination Of The Following Tasks

• Helping customers hold winning events — You will get full ownership of your customer portfolio, and your primary KPIs will be to ensure customers' event success and drive customer retention. To do this, you will:
• Run onboarding and consulting sessions with customers via Zoom & Google Meet.
• Master the Brella platform to provide creative, business-related, and technical solutions to customer inquiries.
• Collaborate with event organizers to establish goals and key performance indicators (KPIs), actively guiding them to achieve their business and event objectives using Brella.
• Build strong relationships with customers by understanding their team & business goals, sharing best practices, offering industry insights, and providing proactive support to ensure their success.
• Identify common customer challenges and work with the team to proactively address them.
• Actively helping us retain and expand your customer portfolio. To do this you will:
• Collaborate with Brella’s Key Account Managers to contribute to retention and account expansion goals.
• Regularly use our HubSpot CRM, adhering to CRM guidelines and maintaining a systemic, data-focused approach in all customer success activities to help build a comprehensive profile of customers.
• Additionally, you will serve as a brand ambassador for Brella’s platform, representing its value to customers while fostering long-term relationships.
  
  

The skills you need to be successful in this role 🔎

We are looking for someone truly passionate about Customer Success, with a strong desire to help others succeed and advocate for customers to drive continuous improvement.

• Exceptional spoken and written English skills. In practice, this means:
• Being able to effectively (and fluently) advise a range of customers, comprising both native and non-native English speakers
• Event-planning background or event/hospitality industry experience is a must
• Having excellent interpersonal and communication skills, capable of leading effective customer conversations around technical topics and calmly guiding them through unfamiliar situations
• Proven experience in a communications-heavy, customer-facing role, ideally in an international environment (events industry or SaaS experience is a bonus)
• Experience in working as a Customer Success Manager is a strong advantage
• Strong technical skills and the ability to quickly learn new tools and concepts.
• A systematic approach to work and time management, with the ability to handle multiple customers and tasks in a fast-paced environment.
• High energy, emotional intelligence, enthusiasm, and a team-player mindset.
• Motivated to thrive in a fast-paced environment and exceed targets.
• Experience in start-ups or high-growth environments is highly valued
  
  

Our Benefits 🚀

• Competitive salary and attractive performance-based commissions
• You’ll work for a company with Nordic values that believes in work-life balance. We work hard and do what it takes to get the job done, but also believe it’s important to take time to recharge
• Fully remote role
  
  

What To Expect From Our Recruitment Process

Before making any further decisions, you’ll get to meet:

👋 Team Lead of Customer Experience, Valentina — she will go through your prior experience, background and introduce our Customer Success function, growth plans and answer any questions you may have

👋 Our Senior Customer Success Managers Shane & Wendy — they will help us get a handle on your technical and communications skills — You’ll even get a chance to introduce the Brella product to them (don’t worry, you will get ample prep-time for this! 👍 )