Customer Success Representative

About MathWorks and the Role

MathWorks implements a hybrid working arrangement that allows employees to balance their presence between office and home settings, optimizing work flexibility alongside face-to-face collaboration. The company is expanding its Shared Sales & Services center in Galway, Ireland, and is launching an EMEA Customer Success team aimed at enhancing commercial customers' experiences with MATLAB and Simulink.

We seek a motivated, goal-driven, and innovative individual to join our team in helping customers utilize our products effectively, ensuring they receive superior service and facilitating successful annual license renewals.

Key Responsibilities

• Take ownership of assigned tasks through the customer onboarding process, from initial welcome calls confirming activation to transitioning to renewals representatives at mid-year.
• Interact with both administrative and licensed end users per a priority framework to maximize efficient onboarding.
• Identify and assess factors that may negatively impact customer satisfaction or retention, collaborating cross-functionally to resolve these issues.
• Coordinate closely with account teams to align general awareness activities with technical engagements led by MathWorks’ technical personnel.
• Adopt a sales-focused approach in customer communications by proactively identifying opportunities, posing insightful questions, and comprehending customer growth and change dynamics.

Qualifications and Attributes

• Possession of a bachelor's degree is mandatory.
• Fluent proficiency (C2 level) in French, Spanish, and English languages.
• Strong customer orientation combined with excellent verbal, written communication, and presentation skills.
• Detail-focused with a proactive initiative and exceptional organizational capabilities.
• Effective at problem-solving, fostering collaboration, and influencing outcomes.
• Able to perform successfully both autonomously and within team settings.