Website Ultimate
THE ULTIMATE OPPORTUNITY
Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.
You don’t need to imagine because that’s Ultimate – the world’s most powerful virtual agent platform.
Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate – from Vodafone to Finnair, Gorillas to Zalando.
THE ULTIMATE DESTINATION FOR YOUR CAREER
At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, no-ego culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.
With hubs in Helsinki, Berlin, New York and London, alongside our ever-growing global remote workforce, you get to choose a working environment that suits you.
And we are proudly diverse – over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company – and industry – we want to see, together.
Off the back of our $20M Series A and unstoppable expansion across the globe, there’s never been a better time to join.
THE ULTIMATE ROLE
Please note – for operational reasons, candidates must be located on EST timezone to allow close working with our Berlin HQ. We are unable to support applicants who do not currently hold the right to work in the US.
The Customer Success Manager for our Commercial customers will:
Own a portfolio of 8-10 enterprise and commercial customers. As their dedicated value partner you will help them to achieve their strategic goals and realize significant value from the platform.
Build Trusted Advisor relationships from practitioner to senior management levels, helping to ensure renewals and uncover opportunities for cross-sell/upsell.
Consult with client stakeholders to understand their business strategies, goals and objectives for using Ultimate. Partner with stakeholders to establish agreed success metrics and define a mutual success plan. Measure/communicate this value/ROI throughout the customer lifecycle
Collaborate with your sales colleagues on customer renewal processes, identifying and nurturing expansion opportunities in.
Be a product expert, staying up-to-date on new features, and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs.
Partner with customers to drive value across the entirety of their lifecycle from onboarding, through adoption, growth and expansion
Accelerate product adoption by working closely with frontline support teams, reviewing their automation solutions and providing best practices in AI/conversation design.
Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.
Lead quarterly business value workshops with customers to accelerate adoption of the platform and align realized value with executive stakeholders.
WHO YOU ARE
You enjoy:
Being customer focussed, developing trusted advisor relationships with key stakeholders in client businesses.
Partnering with customers to drive value and take pride in delivering high client satisfaction.
Learning and discovering new technologies, such as AI and conversation design
Working in a fast-paced and high growth business.
Working in a team-oriented environment, but also working autonomously.
Essential:
3-5 years experience in Customer Success, Account Management, Sales, Solutions Consulting, or related roles in a SaaS company.
You have a successful track-record of managing medium and large accounts, with complex technical solutions and multiple stakeholders, in a high-touch B2B environment.
You’re a product super-user with an aptitude for mastering the product and integrating its features, integrations, capabilities & best practices with customer goals.
You are a natural advisor, with experience coaching executives and project teams in a technical and business context. You enjoy understanding customers’ goals and defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.
You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.
Desired:
You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.
You have a knowledge of CRM tools like Zendesk, SunCo, Salesforce, Freshchat. Basic understanding of API integrations and JSON is a plus.
You have a background in sales and are confident negotiating contracts and upselling products and services.
You speak English fluently. Additional languages are a plus.
THE ULTIMATE OFFER
Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:
Generous PTO policy of 28 days per year.
You will be a founding member of our US hub working remotely until we get a snazzy office. Thereafter, it’s truly about flexible working. Office, home-based or a mix of both, you work where it works for you.
We recognise that you bring your best and we show our appreciation with actions, not just words – our competitive salaries and generous stock options program ensures that our success is your success.
Personal Growth Allowance for you to spend on whatever it is that makes you thrive – whether it’s a coding course, learning a new language or that pottery course that keeps popping up on your feed, we’ve got you covered.
A truly diverse team awaits you. 40% of our workforce identify as women and we come from over 35 nationalities.
Diversity & Inclusivity:
Belonging is a core pillar of our People strategy here at Ultimate, and our people (UltiMATEs) are at the centre of everything we do.
With an inspiring female co-founder and 40% of our workforce identifying as female, we are committed to ensuring diversity in our business.
We stand by our diversity hiring principles and champion our 37+ nationalities of our 130 employees.