Customer Success Manager - Trackunit

Customer Success Manager
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Before you start reading the details, here are some highlights that we hope will spark your curiosity:

• Join a truly purpose-focused tech company in the business of driving digital business transformation in the construction industry - one of the biggest (and second least digital) industries in the world.
• Build and expand customer partnerships is at the forefront of this role
• Enjoy high impact, speed, and visibility across Trackunit and select partner organizations - engage with stakeholders and develop partnership engagements at the intersections of new product innovations, strategic advisory, and change management

We are looking for an innovative Customer Success Manager to support our customers in creating value outcomes anchored in Trackunit’s products and services through a program-based and consultative approach.

With locations all over the world and four different hubs in Denmark (Copenhagen, Kolding, Århus and Aalborg), we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Denmark, Sweden or Norway, as you will be supporting our customers in the Nordics.

We also expect you to be able to travel to our partners’ offices in EMEA when required.

What’s in it for you?

• You will join an EMEA based team of engaged colleagues
• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 400 employees.
• International environment with regular check-ins and social events across teams, departments and borders.
• We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to make you identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.
• Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.
• Turning the Tide. At Trackunit, we are committed to creating and contributing to an inclusive workplace. And this commitment starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here.

Who are you ideally?

• Great relationship-building and interpersonal skills with the ability to be thoughtful and attentive.
• Troubleshooting skills, analytical thinking, perseverance, and patience.
• A precise and positive communicator, capable of breaking down complex challenges into simple solutions.
• Delivering quality service on multiple accounts with tight deadlines.
• Curious and works well in an international, global environment where everyone wants to learn and collaborate.
• A self-starter, who works well as a team and takes on all tasks with true commitment.
• Someone looking to grow in their career and build a solid foundational understanding of products, customers and the industry.

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

Primary responsibilities:

• Serve as the voice of the customer and advise them throughout the entire lifecycle.
• Ensure that the customer experience runs smoothly by proactively following up on issues, escalations and kept in the loop on upcoming feature releases etc.
• Set-up and host cadence calls with the customer.
• Being the customers designated point of contact.
• Follow up on risks and issues and ensure proper stakeholder communication, internally and externally.
• Prepare and support customer presentations and Executive Business Reviews.
• Analyze data and collect feedback to support continuous improvement across all areas
• Proactively share best practice, facilitate training sessions and workshops.

Our hiring process

• Don't waste your time on writing the perfect cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.
• Virtual meet and greet. Meet with Kenn Gudbergsen (Director of Customer Success, EMEA and leader for this position).
• Interview with Kenn and other relevant colleagues, who are relevant for you to meet and who you potentially will work closely with.
• Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. There are no correct answers - the aim is a dialogue about the results and Trackunit’s culture, so you’ll get to know us better as well.
• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or challenges related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job.
• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.
• Offer presentation and walk-through. We’re lucky to have you!

Coming Together To Connect Construction
We’re committed to construction - one of the largest industries in the world. Over the past two decades, Trackunit has been pioneering technological progress within construction. Today, we are not only a leading IoT provider but a thought leader, supporting and driving the agenda for an entire industry on a global scale.

We believe in taking a people approach in everything we do. Being human-centric is not restricted to our products – it’s a way of life at Trackunit. We’re proud to be a truly global team. Our colleagues get together in hubs spread across the globe, but we embrace the idea of working remotely and in environments that inspire you. Everything we do, we do it to eliminate downtime and build the most useful industry for the world.

The question is: Are you in?

Department
Customer

Locations
Denmark, Aalborg, Denmark, Copenhagen, Denmark, Aarhus, Denmark, Kolding, Sweden, Stockholm, Norway, Oslo

Remote status
Hybrid

Employment type
Full-time

Contact Amalie Dupond Holdt
People Business Partner – People & Talent

Colleagues

Kenn Gudbergsen

Director of Customer Success EMEA