Success Coach Stockholm

As a Success Coach at Funnel you will drive adoption and churn mitigation for a large portfolio of paying Starter customers globally and enable them to handle analyze and optimize their data and account setup. If you love to solve advanced data use cases consult existing customers on how to optimize their Funnel implementation and have frequent valuedriving and troubleshooting customer calls in a fastpaced environment this is the chance for you!

The Scaled Customer Success team manages a high volume of customer relationships at scale. It focuses on delivering value to customers by leveraging automations and onetomany communication channels. This role specifically will focus on applying the human touch and provide accountspecific 1:1 assistance on key moments that matter in the customer journey complementing the work of the Scaled Customer Success Managers that focus on the 1:many motion.

Responsibilities

To be successful as a Success Coach at Funnel you need to be passionate about understanding your customers business the value they expect from our tool and delivering personalized and effective setups. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Daytoday responsibilities include:

• Work to understand your customers business goals needs and opportunities for use case expansion with Funnel

• Work well with other technical teams at Funnel including Solutions Consulting and Customer Support both to ensure effective customer onboarding and to troubleshoot technical issue escalations

• Conduct regular accountspecific setup reviews to drive product adoption and stickiness reduce timetovalue and provide ongoing value

• Use customer usage metrics to find opportunities to deepen Funnels footprint and impact with our customers

• Serve as the customers trusted advisor and product expert hosting training sessions as required to support ongoing customer education and new use cases for Funnel

• Share how our company and product direction will contribute to our customers marketing goals

• Advocate internally for your customers needs with Product and other stakeholders to ensure were working in the best interests of our customers

• Identify churn risks early on and mitigate them through proactive human outreaches

• Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences

Who you are

• Serviceminded you get energy from talking to a high volume of customers across different channels especially via customer calls.

• Problem solver you not only help to solve immediate problems but also strive to help the customer longterm with clear explanations of recommended solutions

• Technical aptitude you are datadriven and have good technical capabilities

• Strong communicator you can create rapport with customers and colleagues quickly and can communicate objectives and needs clearly

• Effective time manager you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment

• Team player you are a selfmotivated dedicated teammate with a growth mindset and collaborative work approach focused on team success
  

Skills and experience

• 3 years of success in a clientfacing and relationshipbuilding role such as Customer Success Support Onboarding Specialist Technical Sales or similar
  

• Analytical skills you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights
  

• Fluency in spoken and written English
  

Nice to have

• Proven experience working with digital marketing data or other types of data such as CRM / ERP is preferred but not essential

• Proven experience working at a highgrowth startup / scaleup

• Other European languages are a plus
  
  

What we offer

Take a look at our Funnel benefits!

Who we are

Funnel is a Swedishfounded company with headquarters in Stockholm. Our SaaS product is designed to help marketing teams own their performance. Founded in 2014 in Stockholm and still founderled the Funnel team has grown with our customers serving more than 2000 companies from our Stockholm Boston Dublin and Sydney offices. Join us on our journey towards an IPO and becoming the next European Unicorn!

Other information

This role is located in Stockholm. We value inperson collaboration in the office and as such we work the majority of the time from our offices.

We are not able to sponsor relocation and therefore we will take into consideration only applicants who are located in Stockholm and:
Hold Swedish citizenship
Hold EU/EEA citizenship
Have a permanent residence permit to live and work in Sweden
Have a valid work permit for working in Sweden and do not require sponsorship