Customer Success Manager

Schibsted Product & Tech is hiring a Customer Success Manager in the Shared Products & Platforms team. This is a new role created to ensure that Polaris Media, as well as our own Schibsted brands, have a great experience working with us.

Shared Products & Platforms operate “Core News Product'' (CNP). CNP is Schibsted’s suite of news production tools, and is used by Schibsted’s news brands such as Aftonbladet, Svenska Dagbladet, VG, Aftenposten, Bergens Tidende and Stavanger Aftenblad. The suite includes products for writing articles, discovering news stories, publishing video and podcasts, automating front pages, live coverage and managing comments, in addition to user facing platforms such as web pages and apps.

Recently it was agreed that Polaris Media will licence the production tools in Core News Product, and the customer success manager will be a crucial link between all CNP teams and Polaris Media.

You will have the following responsibilities:

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Help Polaris Media realize the value of our products, including oversee the execution of the onboarding, and create required processes to ensure a long term successful partnership.

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Work systematically to implement the new processes in order to also improve our way of working with our own Schibsted brands, and ensure efficient collaboration.

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Establish and be accountable for support systems such as the documentation portal and ticketing system.

As this is a new area, you will also have several operative responsibilities:

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Be responsible for informing about changes, new functionality, new possibilities, planned downtime, potential meetings and activities.

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Be the point of contact if questions arise, even for questions about other Schibsted solutions outside of CNP.

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Be the escalation point if attention is needed.

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Arrange regular meetings between CNP Product managers and Polaris representatives to discuss new wishes and functionality

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Handle the ticketing system for external tickets

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Providing a regular newsletter about newly released functionality, and upcoming plans.

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Be the hub for receiving requests for improvements and functionality and distribute this to the teams.

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Be responsible for setting up evaluation meetings with CNP management

We are looking for candidates with the following capabilities:

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You have experience with organizing a customer success area, and have experience working with large, complex organizations.

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Great communication skills. Need to be able to communicate with different roles and people in different parts of the Schibsted and Polaris Media organisations.

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Self going and structured. The right candidate will be able to form this role.

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Product and tech competence. You do not have to be knee deep in details, but it is important to gain a good understanding of the products, their features and how they relate to each other.

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A do what it takes attitude, and thrive working both on strategical as well as more operational tasks.

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The working language in Schibsted Product & Tech is English, but as Polaris is Norewegian Mediahouse, you must also be fluent in either Norwegian or Swedish.

We envision a candidate with some years of experience within product or technical development, but are open to other backgrounds and encourage anyone that feels qualified to apply.

Will report to Erik Bonesvoll, Product Director Shared Products & Platforms.

Product & Tech is responsible for product development in News Media. The unit consists of product managers, software engineers, UX experts, and user researchers. A big part of our work is developing joint technology platforms for Schibsted’s news brands. These include platforms for content production and distribution, digital subscriptions, and advertising. Most of our teams work distributed, with colleagues in Oslo, Stockholm, Krakow, Gdansk, Bergen, and Stavanger.