Customer Success Manager in Room 8 Group

Room 8 Group is the world’s fastest growing strategic partner in external game development, co-development, art, trailer production, and QA for AAA console, PC and mobile titles. Since 2011, the Group has co-created a multitude of award-winning projects for world-leading video game IPs and franchises, working with publishers such as Microsoft, Sony and Nintendo, while leveraging its own cutting-edge tools and R&D capabilities.Through primarily organic growth, the proudly independent company is now home to 1,400+ creatives based in Europe, North America, and South America.The next great challenge is coming:At Room 8 Group we are looking for a Customer Success Specialist who will roll up their sleeves and lead from the trenches. As a key member of the Customer Success team, the specialist will help craft our Customer Success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant experience and respective track record.This role is critical in managing our Customer Satisfaction (CSAT) process, ensuring high levels of customer satisfaction, and contributing to our commitment to deliver exceptional service to our clients worldwide.Superpowers you have:Fluent in Ukrainian with upper-intermediate proficiency in English.At least 2 years of experience in project management, account management, customer success / customer experience, business development, or a related field.Demonstrated ability to understand and anticipate client needs, with a strong capacity for data analysis and interpretation.Excellent organizational skills, with the ability to manage multiple tasks and deadlines effectively.Strong communication skills, capable of maintaining positive interactions with multiple teams.Previous work experience in a customer-oriented environment is highly desirable.Becoming part of Room 8 Group, you will:Manage the end-to-end CSAT process, including survey distribution, response collection, and feedback analysis using CRM, Jira, and Google Docs.Identify and analyze areas for process improvement within the CSAT framework and propose actionable solutions.Assign tasks to development teams for internal process improvements, ensuring compatibility with existing workflows and system constraintsPrepare detailed reports based on CSAT data and design dashboards in collaboration with relevant teams to track customer satisfaction metrics.Work closely with Pre-sales, Sales and Marketing teams to enhance customer experiences and foster long-term business relationships.Support the implementation of customer feedback into actionable strategies to improve product and service quality.Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.Analyze trends in CSAT and NPS scores to identify areas for improvement.Work with Sales and Marketing teams to boost customer referrals and develop case studies.Join the team of inspiring game dev professionals, and get even more:Competitive financial reward (yes, we are fair enough);Challenges to raise your XPs score (professional training and conferences, internal mentorship, English courses);Private medical care, paid vacation, and sick leave; A culture of diversity and inclusion to unite the most outstanding talents; Community of people who understand and share your passion for games. Together we will bring games to the next level. Exactly with you.Room 8 Group is the world's fastest growing strategic partner in external game development, co-development, art, trailer production and testing for AAA console, PC and mobile games. Since 2011, the Group has co-created numerous award-winning projects for the world's leading video games and video game franchises, working with publishers such as Microsoft, Sony and Nintendo, while leveraging its own advanced tools and R&D capabilities.Due to primarily organic growth, it is an independent a company that is now home to more than 1,400 creative people in Europe, North and South America. The next big challenge is coming: At Room 8 Group, we are looking for a Customer Service Specialist. As a key team member, this professional will help develop our customer success strategies, build strong customer relationships, and collaborate with cross-functional leaders within the company to deliver a consistently great customer experience. The ideal candidate is passionate about using analytical skills to identify problems, find solutions and improve relationships.This role is critical to managing our Customer Satisfaction Process (CSAT), ensuring high levels of customer satisfaction and contributing to our commitment to providing exceptional service to our customers worldwide ..We need your extraordinary abilities: Fluency in Ukrainian, above average English. At least 2 years of experience in project management, account, customer success / customer experience, business development or related field. Demonstrated ability to understand and anticipate client needs, with a strong ability to analyze and interpret data. Excellent organizational skills, ability to effectively manage multiple tasks and deadlines. Strong communication skills, able to maintain positive interactions with multiple teams. Previous experience in a customer-oriented environment is highly desirable. , you will: Manage the end-to-end CSAT process, including survey distribution, response collection, and feedback analysis using CRM, Jira, and Google Docs.Identify and analyze process improvement areas within CSAT and propose actionable solutions.Assign development teams to internal process improvement tasks, ensuring compatibility with existing workflows and system constraints Prepare detailed reports based on CSAT data and create dashboards in collaboration with relevant teams to track customer satisfaction metrics Work closely with pre-sales, sales and marketing departments to improve mutualodium with customers and maintain long-term business relationships. Support the implementation of customer feedback into actionable strategies to improve the quality of products and services. View the customer journey, determine how it is supported and use a consultative approach to help customers overcome problems and achieve their goals. Analyze trends in CSAT and NPS scores to identify areas for improvement.Collaborate with sales and marketing teams to engage customers and develop case studies.Join a team of inspiring game development professionals and earn more:Competitive financial compensation;Challenges for advancement of your XP (professional trainings and conferences, internal mentoring);Health insurance, paid vacation and sick leave;A diverse and inclusive culture to bring together the best talent;A community of people who share your passion for gamesTogether we will take gaming to the next level. It is with you!