Customer Specialist Manager

Do you want to work in a dynamic environment, promoting and implementing next-generation software solutions, all in close contact with leading people on the hospitality market in Serbia?

If your answer is yes, Ontôpo invites you to join its growing customer success team.

Ontôpo doo is part of the Ontôpo global group. Ontôpo is a comprehensive online reservation system designed specifically for restaurants. With its intuitive features, the platform efficiently manages both reservations and tables, allowing restaurateurs to optimize their profits. By creating a user-friendly website, Ontopo allows users to easily see table availability, allowing them to independently book their preferred restaurants.
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We are looking for dynamic, energetic, self-motivated and creative candidates to promote Ontôpo's leading products with existing and new clients throughout the Serbian market and offer attractive initial compensation packages. 

The Customer Success Manager (CSM) is responsible for building and maintaining strong, positive relationships with our customers. This role entails a deep understanding of client needs, ensuring their satisfaction and promoting the value of Ontôpo software solutions.

The Customer Success Manager will work closely with customers to optimize their use of our software, providing personalized guidance and support. This includes resolving any issues that arise quickly and efficiently, ensuring that clients get maximum value from our solutions. In addition, the Customer Success Manager will identify opportunities to sell additional products and services that align with the evolving needs of customers, contributing to their business growth and success.

Collaboration with internal teams is also a key aspect of this role, ensuring that customer feedback is communicated and incorporated into future product development. The ideal candidate will be proactive, empathetic and skilled in managing client relationships to foster long-term partnerships.

KEY RESPONSIBILITIES

Full responsibility for team performance in achieving company goals and key success indicators (KPIs).

Leading the account management team by ensuring a smooth flow of work, creating schedules and maintaining the overall organization.

Monitoring adherence to work schedules, managing attendance, lateness and leave requests.

Assisting in complex client cases that require a higher level of expertise and a professional perspective.

Providing creative solutions to unexpected challenges and operational disruptions.

Motivating the team, listening to their concerns and solving problems effectively.

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Customer relationship management
Actively build and maintain strong relationships with clients, understanding their business goals and challenges in order to provide them with optimal support.
Product knowledge
Gain a deep understanding of the Ontopo system and keep up to date with new features and updates to provide the most relevant information to clients.

Analysis of client needs
Conduct detailed analyzes of customer needs to identify opportunities to maximize software usage and provide them with personalized recommendations.

Onboarding and training
Guide clients through the onboarding process and organize training sessions to ensure successful and efficient use of the software.

Problem solving
Quickly identify and resolve client issues, collaborating with technical support as needed to ensure timely solutions.

Up-selling and cross-selling
Identify opportunities to upsell functionality and services that meet specific customer needs and optimize their business processes.
Contract renewal management
Proactively work to renew contracts and retain clients, highlighting the ongoing value Ontopo brings to their business.
Gathering feedback
Collect customer feedback and communicate it to relevant teams to improve products and services.
Reporting and analysis
Prepare reports on software usage, performance and customer satisfaction, analyze trends and identify opportunities for improvement.

Cooperation with sales and marketing teams
Work closely with sales and marketing teams n
and developing strategies for retaining clients and identifying new business opportunities.

Qualifications:

Degree in business, marketing or related field.

Proven experience in account management or client success, preferably in the software industry.

Strong communication and interpersonal skills.

Ability to understand technical concepts and effectively communicate them to clients.

Excellent problem-solving skills and ability to collaborate with cross-functional teams.

Analytical mindset with the ability to use data to drive decision making.

Demonstrated ability to meet targets and deadlines.

Knowledge of hospitality software is a plus.

Additional attributes:

A customer-focused mindset. 

Proactive and results driven. 

Strong organizational skills. 

Adaptability and ability to work in a fast-paced environment. 

A team player with a positive attitude.

What we offer you:

An exciting and unique career in the hospitality industry through strategic communications, publishing, events and advertising.

Attractive compensation package, including basic + bonuses, health insurance, communication and travel expenses.

Training and rapid progression to mid-level team member and then to additional promotions.

Opportunity to grow within the global Ontôpo team, forming and leading teams in new markets.