Kundensupport & Customer Success Manager (m/w/d) (m/w/d) mit Entwicklungsperspektive

We are looking for an experienced Customer Success & Support Manager for a responsible role and to accompany our customers fachlich, kommunikativ und technisch at a high level.

You will accompany our customers in their daily operations, advise them on the use of our solutions, explain processes and functions clearly, and be a reliable point of contact for their concerns. At the same time, you will analyze technical problems, coordinate with your support colleague, the development team, and the product owner, and contribute to finding sustainable technical and commercial solutions for our customers.

Aufgaben

Kundenonboarding (33%):

• Assuming the onboarding process for new customers after contract signing. Proactive accompaniment of the customer during the onboarding process, as well as early recognition of potential challenges.

Customer Success (33%):

• Training, proactive counseling, and accompaniment of the contact persons on the customer side throughout the entire customer lifecycle, so that our solutions are used safely, efficiently, and successfully in everyday life.

Customer Support (33%):

• Independent acceptance, processing, and structured recording of technical and commercial customer requests via all communication channels - including escalation situations with calm and sovereign demeanor.
• Independent analysis of software and hardware problems using SSH access, log file analysis, and close cooperation with customers, external service technicians, and our development team.
• Self-contained problem-solving, coordination of sustainable solution implementations with internal and external stakeholders, and feedback on bugs, customer feedback, and concrete improvement suggestions to Product and Development.

Prozesse & Verantwortung:

• Active Mitgestaltung and Nutzung of KI-/AI-gestützten Lösungen for the continuous Optimierung of our processes.
• Standardisierung of Lösungen and documentation in clear processes.
• End-to-End-Verantwortung for Success/Support processes and their continuous improvement.

Perspektivisch (bei Eignung):

• Induction and professional guidance of further Customer Success or Customer Support staff members.
• Participation in shaping and scaling the Customer Success and Customer Support organization.
• Not all of the mentioned requirements need to be fully met at the beginning. Important are the willingness to learn, technical interest, and the willingness to take responsibility.

Qualifikation

• You bring more than a year of experience in a customer-oriented role, e.g., in Customer Success, Customer Support, technical support, or onboarding.
• You communicate clearly, empathetically, and connectively and have fun advising and accompanying customers.
• Fluent German and English skills in word and writing, to be able to advise and accompany customers professionally and in two languages.
• You work structured, self-responsibly, and keep a calm head even in challenging situations.
• You have a good technical understanding and interest in software, hardware, and process connections.
• Experience in customer support and with CRM systems, and first experience in analyzing technical problems, e.g., through log files or SSH.
• You think solution-oriented, work well with various internal and external contact persons, and drive topics actively forward.
• You have fun developing processes, documenting knowledge, and sustainably improving structures.
• You are open to new tools and technologies, especially for the sensible use of KI-/AI-based solutions.
• You have a desire to grow with us and take on more responsibility in the future.

Benefits

• Clear support times with early start (up to 08:00 am) for a structured collaboration and reliable customer care.
• A key role with a lot of responsibility and development opportunities in a rapidly growing, highly innovative startup.
• An agile, international team with colleagues from all over the world.
• An open work culture with flat hierarchies and fast decision-making paths.
• A dog-friendly office in a central location with many restaurants, shopping options, and top ÖPNV connections.
• Free EGYM Wellpass membership for your workout.

Sounds exciting?

If you're ready to shape the future of trade with us and be part of a mission that makes everyday life easier and healthier for people, then apply now! We're looking forward to getting to know you and growing together.

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