Is being close to clients and working with data equally important to you? Check this out ⬇️

We are looking for an analytic-driven Customer Success & Planning Manager to build and maintain relationships with current and past company clients and monitor, foresee, and plan the teams and project allocations.

Your role will be divided into two parts: related to customers (working closely with strategic clients, identifying their needs, actively researching their problems and possible challenges, and building strong relationships with them) and related to data and planning (identifying opportunities, managing planning processes, resource allocations, and utilizations).

Achieving mutual satisfaction while working with clients and inside our teams is one of the factors of the Customer Success & Planning Manager role at Droids On Roids. Nevertheless, the main goal of your role is to contribute to sustaining and growing our business to achieve long-term success.

You will be responsible for:

1. Customer-related activities

• Developing and maintaining trust relationships with a portfolio of major clients, actively taking care of rich customer experiences at every step of the journey
• Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives (cross-sells, upsells, contract extensions, referral programs etc.)
• Serving as the link of communication between key customers and development teams – holding meetings, 1:1 updates with POs and managers
• Resolving any issues and problems faced by customers
• Negotiating terms of cooperation in ongoing projects
• Compiling quarterly NPS reports, customer satisfaction surveys, Clutch reviews to determine our customers’ satisfaction (Customer Success) and future needs
• Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Taking part in onboarding and educating new employees and contractors about our time-tracking tool (Tempo)

2. Planning-related activities

• Creating and updating the monitoring and budget-related track tools (Budget Forecast, Revenue Extensions, expenses, cashflow files)
• Ensuring up-to-date team assignments in the assignment management tool (Primetric)
• Proactive identification of available teams and specialists – actively working on their allocation in existing and future projects in collaboration with the Planning Team
• Managing the flow of information between the planning team and recruitment teams (internal recruitment, contractors), cooperating closely with different departments
• Continuously improving the planning process, focusing on transparency of information flow, chargeability, and appropriate team assignments

We want you on board if you have:

• Proven experience as Account Manager, Customer Success Manager, IT Project Manager or similar position in IT Industry (at least 2 years)
• Experience in sales and in providing solutions based on customer needs
• Experience in effective management of team planning and resource allocation (planning, scheduling)
• Strong communication and interpersonal skills with attitude in building relationships with professionals on all organizational levels
• Great organizational skills so you feel natural in juggling different tasks and multithreading
• Highly developed skills in data analysis and forecasting
• Ability to connect the dots (so you identify problems and opportunities quickly)
• Negotiation and problem-solving skills
• Excellent command of written and spoken Polish (at least B2 level) and English (C1-C2)

Would be nice if you also have:

• Previous experience in Primetric or similar platforms for managing human resources and operational processes

Your growth opportunities:

• Being part of a product team and cooperating closely with stakeholders and clients from all over the world, helping them transform the reality around us
• Occasions to take part in business trips and 1:1 meetings with clients (opportunities to talk face-to-face and to build business relationships offline are also important to us :))
• Improving your data analysis, budget supervision, and business strategy implementation skills – we want you to grow with us!

Psst… You don’t match all of the items on our requirements list? Don’t hesitate to apply anyway – don’t let the confidence gap or imposter syndrome get in the way – there’s a chance you’re more amazing than you think! 🙂

Recruitment process:

1. Submit an application form
2. Answer a few technical questions during an initial hangouts call with Joanna or Ania, Customer Success Managers
3. Join an interview with Marta, Head of Delivery, Joanna/Ania, Customer Success Manager and Marta, Talent Acquisition Specialist
4. Welcome abroad!

Perks & benefits

The best working conditions and broad self-development possibilities

• Peace of mind- We care about giving you a space to focus on your work always when you need it.
• Flextime- Whether you are a night owl or an early bird, a cozy nest full of tech waits for you at any hour.
• Paid days off- Need time off? Recharge with paid days off to use as you wish.
• Training budget & days off- We give you a budget to spend on conferences and additional 3 days off for it.
• Private healthcare- Don't wait in line! Fast, kind and accurate Allianz services are at your disposal.
• Mental healthcare- We care about your mental health, so if you feel down you can always get help from our dedicated platform or a specialist.
• Internal workshops- We invite pros to teach us how to become better - in both soft & hard skills.
• Internal groups meetings- You have time for weekly meetings with the rest of your group to share knowledge and develop your skills.
• Networking- Have a real influence in the IT community and engage in creating our events: Toast, Let Swift, Dribbble & LogCat.
• Macbook & software- We work on Macbooks Pro and you’ll get one as well on your first day, together with any software you need.
• Additional accessories- Craft your ideal work environment and choose: monitors, mouse, keyboard, earphones, face mask :) and more.
• Books & paid content- Dive into reading your favourites books or magazines. We provide you with access to the best content and company Kindles.
• Fame on our blog- Have something to say? Publish your thoughts on our blog and get shared by digests like AndroidWeekly or Hacker News.
• Online integrations- Being accompanied by your team online is what we support. Take part in online parties, play Among Us and just relax!
• Brand new office- We’ve got a 700m2 office with project rooms in the city center, relax in a funroom, a naproom or play ping pong – you are not glued to your desk all-day!