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Customer Success · Tunis
Junior Customer Success Expert
Join our team and surround yourself with highly motivated and skilled coworkers to build cutting edge solutions for prestigeous clients around the globe
Job Purpose/Role Description: The Customer Success Expert at MASS Analytics will be responsible for retaining our core customer base by dealing directly with our clients and providing essential support.
The candidate should engage with customers, maximise value, and create strategies to grow our customer base and improve overall customer experience through product support.
Maintaining ongoing customer relationships, onboarding, training clients and ensuring technical demos are all necessary for success as a Customer Success Expert.
Key Responsibilities:
Onboard new clients. Provide demos, training & help desk services. Analyse customer needs and develop new techniques to ensure customer retention. Develop Account Plans for clients that demonstrate business understanding and collaborate with other departments to lay the path to revenue growth. Provide insights to clients and improve customer experience through high-level technical and product support. Handle customer complaints and requests in a timely manner and provide solutions to continuously improve the retention strategy. Build and maintain ongoing relationships with clients to make sure they benefit the most from the software and help them with their MMM projects. Actively support the Business Development teams (Marketing & Sales) in client acquisition, conversion, and renewal. Monitor closely inactive and silent clients to reduce churn. Process establishments and proactive improvement. Detect cross selling and scope expansion opportunities. Maintain FAQ base. Enrich technical documentation for best practices & knowledge transfer. Support on marketing content creation and technical documentation such as product fact sheets, use cases, white papers, etc. Work closely with the R&D to collect UI/UX enhancements and ensure the continuous technical development of our portfolio of products.
Qualifications & Experiences:
BSc/MSc in a quantitative field like Mathematics, Statistics, Economics or Business. + 3 years of experience in a similar domain.
Key Attributes/Main Competencies:
Knowledge of customer success processes. Client focused mindset and UI/UX awareness. Outstanding customer service abilities. Advanced interpersonal and communication abilities. Excellent organisational, multi-tasking and time management skills. Patience and empathy. Advanced organising abilities are required. Good knowledge of MMM. Excellent communication skills. Demonstrated analytical and problem-solving skills. Outstanding written and oral ability in English.
Job openings Customer Success Role Junior Customer Success Expert Locations
About MASS Analytics
We specialize in Marketing Mix Modeling (MMM) and Media Effectiveness Measurement. We offer our clients a comprehensive MMM software suite backed up by a wide range of managed services solutions to help identify sales drivers, measure MROI and optimize Marketing budgets.
Customer Success · Tunis
Junior Customer Success Expert
Join our team and surround yourself with highly motivated and skilled coworkers to build cutting edge solutions for prestigeous clients around the globe
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Privacy policy for recruitment using Teamtailor
The service for handling recruitments and simplifying the hiring process (the "Service") is powered by Teamtailor on behalf of MASS Analytics ("Controller" “we” “us” etc.). It is important that the persons using the Service ("Users”) feel safe with, and are informed about, how we handle User's personal data in the recruitment process. We strive to maintain the highest possible standard regarding the protection of personal data. We process, manage, use, and protect User's Personal Data in accordance with this Privacy Policy ("Privacy Policy").
1. General
We are the controller in accordance with current privacy legislations. The Users’ personal data is processed with the purpose of managing and facilitating recruitment of employees to our business.
2. Collection of personal data
We are responsible for the processing of the personal data that the Users contributes to the Service, or for the personal data that we in other ways collects with regards to the Service.
When and how we collect personal data
make an application through the Service or otherwise, adding personal data about themselves either personally or by using a third-party source such as Facebook or LinkedIn; and use the Service to connect with our staff, adding personal data about themselves either personally or by using a third-party source such as Facebook or LinkedIn. provides identifiable data in the chat (provided through the website that uses the Service) and such data is of relevance to the application procedure;
We collect data from third parties, such as Facebook, Linkedin and through other public sources. This is referred to as “Sourcing” and be manually performed by our employees or automatically in the Service.
In some cases, existing employees can make recommendations about potential applicants. Such employees will add personal data about such potential applicants. In the cases where this is made, the potential applicant is considered a User in the context of this Privacy Policy and will be informed about the processing.
The types of personal data collected and processed
The categories of personal data that can be collected through the Service can be used to identify natural persons from names, e-mails, pictures and videos, information from Facebook and LinkedIn-accounts, answers to questions asked through the recruiting, titles, education and other information that the User or others have provided through the Service. Only data that is relevant for the recruitment process is collected and processed.
Purpose and lawfulness of processing
The purpose of the collecting and processing of personal data is to manage recruiting. The lawfulness of the processing of personal data is our legitimate interest to simplify and facilitate recruitment.
Personal data that is processed with the purpose of aggregated analysis or market research is always made unidentifiable. Such personal data cannot be used to identify a certain User. Thus, such data is not considered personal data.
The consent of the data subject
The User consents to the processing of its personal data with the purpose of Controller’s handling recruiting. The User consents that personal data is collected through the Service, when Users;
make an application through the Service, adding personal data about themselves either personally or by using a third-party source as Facebook or LinkedIn, and that Controller may use external sourcing-tools to add additional information; and when they use the Service to connect to Controller’s recruitment department, adding personal data about themselves either personally or by using a third-party source such as Facebook or LinkedIn.
The User also consents to the Controller collecting publically available information about the User and compiles them for use in recruitment purposes.
The User consents to the personal data being collected in accordance with the above a) and b) will be processed according to the below sections Storage and transfer and How long the personal data will be processed.
The User has the right to withdraw his or her consent at any time, by contacting Controller using the contact details listed under 9. Using this right may however, mean that the User can not apply for a specific job or otherwise use the Service.
Storage and transfers
The personal data collected through the Service is stored and processed inside the EU/EEA, such third country tha