Senior Customer Success Manager in Mitgo

Mitgo Group is a parent (managing) company for partner marketing and advertising solutions, founded in 2022 to manage global operations for the partnership marketing network Admitad (est. 2010), native-advertising network Takeads, mobile apps services Mobmio, referral advertising solutions Tapfiliate, voucher-based solutions for premium media FairSavings and cashback service platform CheckRewards.

The company, headquartered in Neckarsulm, Germany, employs over 500 specialists across 10+ offices, spanning the USA (Chicago), Europe (Amsterdam, Warsaw, Kyiv, Minsk, and Tbilisi), Brasil (Sao Paulo), Mexico (Mexico City), the UAE (Dubai), and India (Gurugram).

Tapfiliate is a cloud-based affiliate and referral marketing software that lets businesses quickly set up affiliate programs, build partnerships, manage campaigns and increase profit through partner marketing. We are looking for a Senior Customer Success Manager to support and built long-term relationship with our customers worldwide. 

What you'll do:

• Becoming intimately familiar with Tapfiliate’s software;
• Responding to and resolving customer questions through chat, email, and (video) calls;
• Resolving customers’ technical and billing-related questions;
• Assisting users with initial pre- and up-sale questions;
• Demonstrating the platform to high-quality leads;
• Helping in onboarding, educating, and supporting our customers while using our software;
• Verifying and escalating bug incidents to the Development team;
• Creating new public-facing support resources if/when needed (guides, articles, explanatory videos etc.);
• Determining where we can improve our support and bring ideas to the table.

What we expect:

• A service-minded, “people-person” energy that keeps our customers’ needs in constant focus;
• 3 - 5 years of experience working in a customer-facing role, preferably in Affiliate Marketing area;
• Technical savviness, but also the ability to relate to and relay information to customers in a variety of roles (both technical and non-technical);
• Basic knowledge or at least an interest and willingness to learn about REST API & Javascript, postback/S2S;
• High emotional intelligence and empathy skills;
• You want the customer to succeed and will go the extra mile;
• Sales skillset and/or experience to accommodate a sales-driven approach to target leads and upsell to customers;
• Excellent verbal and written English skills (upper intermediate level+).

We offer:

• Work in the international company;
• Hybrid working format (office/home office);
• Corporate education — courses and trainings;
• Voluntary health insurance after probation period;
• We promote healthy lifestyle and encourage employees by special fitness reimbursement policy;
• Effective onboarding program for a better start;
• Corporate events and team buildings.