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Customer Relation Manager at Paperturn.com

Job Description

Thousands of clients in over 40 countries worldwide depend on Paperturn to provide them with the online flipbook platform they know and love. In the last 5 years, Paperturn has grown exponentially, receiving its first Børsen Gazelle award in 2020 as well as Technology Denmark’s Workplace Diversity Award for most multicultural places to work in Odense. We were also the first flipbook provider in the world to offer digital documents for people with disabilities, which meets the WCAG 2.1 guidelines at the AA level.

We are now looking for a rockstar Customer Relationship Manager (CRM) to join our core team and help us expand even further. In this role, you will need to have the passion and ability to wear multiple hats and have multiple balls in the air , partnering with IT, sales, operations and marketing to deliver the best customer experience, whether it’s troubleshooting our client’s issues, project managing feature roll-outs and bug fixes or liasoning and managing new IT projects. You will manage a team of 3-4 part-time employees and report directly to our CEO.

Responsibilities:

? Directly support customers via phone, online chat and email in English and Danish

? Self initiate and project manage: bug fixes, client feature requests, client websites with our own custom CMS, Google Workspace and development projects from start to finish with the IT team

? Manage a team of 3-4 part-time employees

? Hire and train the customer service team

? Set goals for the team and check progress

? Handle external communication with clients regarding new feature releases in the pipeline. This means copywriting feature releases, email campaigns and product updates.

? Perform other duties as assigned

Critical Skills to be Successful:

? 5+ years’ experience in a customer service role with a focus on Help Desk and end user support, preferably within an IT SaaS environment

? 2-3+ years’ experience with leadership - experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results

? Graduate of a Bachelor or Masters program in a related field

? Native level of Danish and a minimum of C1 level of English (with C2 being preferred), both written and spoken. Applications will not be considered who do not meet this requirement.

? Strong IT skills - experience with CMS systems, Google Workspace, DNS, SSL and

VPN as well as payment gateway providers (like Braintree) is a strong asset.

? Passion for customer service, upselling, support and relationship building

? A natural influencer and innovative leader with the ability to identify opportunities and act on those opportunities

? Strong organizational skills with the ability to efficiently handle multiple balls up in the air

? A self-organized, detail nerd

? Quick-learner with ability to take initiative and produce tangible results

Company Culture

We’re small, but big. We’re intrapreneurs. We work in English. We all have our “eyes on the prize”. We’re “do-ers”. We all strive for greatness. We respect each other. We laugh a lot and are competitive in our daily foosball matches. We’re the Paperturn family. Come, join us.

Benefits

? Company sponsored canteen lunch (you like us already, right?)

? Health care top-up plan

? Performance-based bonus opportunities

? “Work-abroad” week

? Free gym membership

? Monthly company outings (laser tag, game night, bowling, beer, trampolining, go karting etc.)

? Accepting you for exactly who you are.

Working hours, location and salary

37 hours per week, 9am-5pm Monday to Friday.

We’re located in the harbour in Odense, right on the canal (nice office views!)

Salary after experience. Expected start date is May 1st, 2021.

How to Apply

Apply with a tailored resume and motivated cover letter directly to our CEO, Whitney Jorgensen at wjo@paperturn.com .

Want some more info about us? Visit www.paperturn.com


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