.Company Description Kunak designs and manufactures reliable solutions for accurate gas & particle analysis and environmental monitoring.
The company is a reference in technological development and innovation in the field of environmental monitoring, with customers in more than 80 countries.
Kunak has a great international recognition by organizations like the US EPA, WHO, and UNEP, showcasing its commitment to quality and innovation.
Role Description This is a full-time on-site role for a Customer Success Manager at Kunak in Pamplona.
The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining customer relationships, and implementing strategies for customer retention.
The role will involve providing excellent customer service and utilizing analytical skills to understand and meet customer needs effectively.
This role requires a blend of technical and commercial skills, including knowledge of environmental science, product aspects, and the ability to manage customer relationships effectively.
Key Responsibilities: Technical/Commercial Service: Collaborate Across Teams: Work with R&D, production, sales, marketing, and scientific office to tackle complex challenges and ensure a seamless customer experience.
Drive Solutions: Enhance customer satisfaction by implementing effective solutions and sharing technical updates.
Engage and Educate: Conduct customer training sessions and deliver presentations at events.
Promote Services: Support the promotion of additional services and identify cross-selling opportunities during customer interactions.
Strategic Alignment: Work with sales and marketing to align customer service strategies with business goals and provide pre-sales support.
Team Management: Lead and Inspire: Manage and motivate the support team, ensuring top-notch service quality.
Oversee ticket resolution actively.
Develop Talent: Offer continuous training to boost team skills and product knowledge.
Process Optimization: Streamline Procedures: Develop and refine customer service processes for maximum efficiency.
Manage Cases: Ensure timely and satisfactory resolution of customer cases, maintaining direct contact to identify improvements and opportunities.
Projects and Tenders: Oversee Projects: Organize technical and documentation management for urban and industrial projects.
Handle public tenders and ensure compliance.
Apply Regulations: Stay updated on and apply relevant regulations affecting customer relationships.
Complaint Management: Resolve Issues: Handle customer complaints effectively, turning challenges into opportunities for service improvement.
Analyze Trends: Use trend analysis to implement proactive process improvements.
Knowledge Base Maintenance: Curate Knowledge: Manage the Knowledge Base portal, ensuring it provides accurate and valuable information for customers and the service team