Customer Success Specialist

About Us

At Bilberry Technologies, we're revolutionizing the travel industry with our groundbreaking software solutions. As part of the DSD group, with its rich history of innovation since 1855, we offer the excitement of a growing tech company supported by one of Norway's most established industrial leaders. Our main office is situated in Svolvær, in the stunning Lofoten Islands, with additional offices in Bergen and Oslo.

Our flagship products, Base and Blend, streamline the booking process and enhance customer experiences. Base is a robust operational platform crafted for activity providers in the travel and tourism industry, simplifying daily operations, resource management, and customer interactions. Blend is a real-time booking platform and integration hub that automates bookings for activities, accommodation, transportation, and multi-day packages.

What do we need help with?

You will join an energetic CS Team that’s dedicated to driving success for our clients, collaborating closely with the Sales and Product teams.

As a Customer Success Specialist, you will play a crucial role in developing strong client relationships. Your primary focus will be on maximizing the value our diverse and international client base derives from our software. To succeed here, strong skills in customer management, relationship building, problem-solving, and an interest in software and technology are essential.

We understand that there's no one-size-fits-all background for success in this role, and we encourage you to apply even if you don’t ‘tick all the boxes’! What we're looking for is someone who thrives in a dynamic and evolving work environment, takes initiative, executes plans with enthusiasm and perseverance, and communicates effectively with our clients and with the team.

Your Main Responsibilities

• Onboard New Clients: Ensure a smooth and efficient transition into our products, providing the necessary resources, training, and support to effectively utilize our software, achieve their business goals, and lay the foundation for long-term success and satisfaction.

• Build Relationships: Develop strong, trust-based relationships with our clients, gaining a deep understanding of their evolving needs through consistent, proactive communication.

• Drive Product Adoption: Encourage and enable clients to get the most out of our software, leading to deeper engagement and better outcomes for their business. This can include contributing to our Knowledge Base, providing guidance on best practices, and conducting training sessions.

• Gather Feedback & Provide Insight: Collect and analyze customer feedback, actively sharing insights with our Product Team to help ensure our products continually align with customer needs and maintain market leadership.

• Testing and Innovation: Participate in testing new features with a customer and functionality focus.

• Customer Support: Offer ongoing support, effectively addressing customer inquiries, issues, and challenges.

• Cross-Functional Collaboration: Work alongside the Sales Team throughout the customer journey to help identify opportunities and risks

Qualifications, Skills, & Experience

• Education: Higher education degree in business, IT, sales, marketing, or a related field (relevant experience can certainly compensate for this)

• Proficient in English: Comfortable with English (written and verbal) as a working language, both internally and with our international clients.

• SaaS Experience: Experience working in a SaaS company, within Customer Success, or similar customer-facing role.

• Tourism Industry Experience: Experience within the tourism industry, perhaps with an activity provider or tour operator, and have a good understanding of their daily operations.

• Empathy: Demonstrated ability to empathize with customer needs, frustrations, and challenges, and communicating complex technical concepts.

• Adaptability: Comfortable working in a dynamic, fast-paced environment, and swiftly adapting to evolving challenges and goals.

• Tech Savvy: Passion for technology with the ability to learn new software with ease, and an eagerness to acquire in-depth knowledge about our products. Experience with our tools is a plus, including Google Workspace, Jira, Confluence, HubSpot, and Slack.

• Communication: Skilled in articulating complex ideas and technical concepts to audiences with diverse backgrounds, ensuring clarity and understanding regardless of technical proficiency.

• Resourceful: Exhibit strong organizational skills and initiative, effectively balancing multiple priorities and finding innovative solutions to challenges.

• Team Player: Thrive in a collaborative environment, working alongside teammates to drive collective success and contribute to a positive team culture.

We Offer:

• Supportive Work Environment: Join a welcoming and inclusive workplace with people who cheer each other on and are dedicated to creating something big together.

• Location: We’d love for you to join us at our main office in Svolvær, as this is where our CS Team is primarily located. However we’re open to those based near our other offices in Bergen & Oslo.

• Influence: Contribute to shaping the future of Bilberry Technologies by joining us at an early stage of our journey.

• Engaged & Ambitious Colleagues: Work together with highly engaged and dedicated team members in a work environment where social events are an integral part of the culture.

• Focus on professional development: Enhance your own continuous learning and growth with 10 dedicated days for this every year.

• Hybrid Work Flexibility: Enjoy the flexibility to work both in the office and from home.

• Competitive Compensation & Benefits: We offer a fixed salary along with comprehensive insurance, health, and pension benefits.

Application deadline is 8 August. We will read applications as they come in. You can expect to hear from us early August.