Customer Success Specialist

Purpose of the role

The Customer Success Specialist provides operational support to clients in using the company's solutions in order to ensure service quality, customer satisfaction and the proper handling of user requests.

They contribute to the smooth running of client operations in compliance with the procedures and priorities defined by the company.

Salary 27,000 to 30,000 euros gross per year

Main responsibilities

Support and customer relations (Customer Success)

• Respond to client requests (email, phone, digital tools)

• Identify issues encountered by users

• Follow up on client requests until they are fully resolved

• Handle requests according to their criticality

• Escalate complex situations to the relevant contacts in order to ensure a high level of customer satisfaction

• Document exchanges and update information in internal tools (CRM, ticketing tools, knowledge base)

Onboarding and user support

• Take part in software demonstration sessions for ASKARA with clients and partners

• Support users during their initial setup (on-site or remote)

• Deliver user training using the defined materials

• Adapt communication to different user profiles

• Occasionally take part in conferences to present the solution

Administrative and logistics management

• Take part in tracking equipment and shipments (microphones and related equipment)

• Ensure administrative follow-up of logistics operations

• Report anomalies or incidents identified

• Update internal tools (HubSpot, …) used for logistics tracking

Documentation contribution

• Take part in updating Askara's internal wiki knowledge base

• Formalize user feedback useful for improving support materials

• Report concrete cases to contribute to the continuous improvement of internal processes and to feed the knowledge base with lessons from handled client cases

(Non-exhaustive list intended to establish the scope of the role, which may evolve and adapt according to changing needs)

Required skills

Technical skills

• Proficiency with client management tools (CRM, ticketing)

• Skills in logistics organization

• Knowledge of office and collaborative tools

Behavioral skills

• Customer service mindset

• Rigor and organization

• Adaptability and versatility

• Team spirit

Level of autonomy and responsibilities

The Customer Success Specialist applies the procedures and priorities defined by management.

Their work contributes to the company's image with its clients and has a direct impact on customer satisfaction.

The holder organizes their daily activity within the framework of the instructions and objectives set.

Complex or atypical situations are escalated to the relevant teams in order to ensure a quick resolution of client requests and a smooth customer experience.

About Askara

Askara is a young company that wants to change the daily life of dentists. Our conviction: a practitioner should spend their time with their patients, not behind their keyboard. Our AI assistant listens to the consultation and writes reports, letters and documents for them, directly in the software they already use. Less administration, more care.

We are a human-sized, motivated team that moves fast. The product is constantly evolving (a new version has just been released), and field feedback from the Care team directly shapes what we build.

You will join the Care unit, already made up of 3 people who know the product and the practitioners inside out. You will not be alone. You will have a team to train you, support you and share best practices, with real room to propose improvements. You will be in direct contact with dentists, by phone, during training or at conferences, and you will see concretely the impact of your work on their daily lives.

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