The Role

We are looking to recruit a Customer Service Manager in our main office in Barcelona, Spain to run all our customer-facing communications in English for our market-leading online legal and business intelligence services for the nicotine and cannabis sectors. The position requires an individual with excellent organisational and communications skills, problem-solving ability and a can-do attitude. This is a B2B role where you will be responsible for our organisation’s customer service policies, objectives and initiatives.

The role will include:

• Building and maintaining client relationships in English; handling C-level and senior clients including technical and sophisticated requests.

• Managing client accounts and administrative paperwork.

• Carrying out training sessions with clients on how to use our online data platforms.

• Coordinating all customer service activities (enquiries, calls, follow ups, product demos, etc.) including other teams within the organisation when needed.

• Developing and implementing a customer service strategy, retention and upsell plan to improve client feedback and subscription renewal and upsell rates.

• Creating effective customer service procedures, policies, and standards.

• Developing customer satisfaction goals, measuring customer service rates accurately and reporting on progress.

• Providing support to the sales team on up-selling/cross-selling.

• 2-3 years of experience in a B2B customer facing role.

• Previous experience dealing with senior roles / C-level customers.

• Outstanding written and verbal communication skills in English; a level of comfort in English equivalent to mother-tongue.

• Patience, confidence and politeness.

• Excellent organisational, administrative, and problem-solving skills.

• Familiarity with customer support tools, or ability to learn new software quickly.

• Innovative, analytical and creative thinking skills to ensure we provide a cutting-edge client experience.

• Based in Barcelona, Catalonia.