Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Representative for Anova handling customer relations in IIoT solutions. Assisting customers with hardware, software, and ensuring successful integration and relationships.
Responsibilities
- Be the customer's main point of contact with the organization
- Identify and respond to customer needs, ensuring successful relationships
- Assist customers with Anova's hardware and software products
- Take ownership of, resolve, and monitor customer incidents within agreed SLAs
- Support customers in integrating our products into their applications
- Build strong customer relationships to promote renewals, upsells, or new projects
- Provide product training and technical guidance to customers
- Ensure customer data is accurate and that services are operational
- Manage installation and maintenance projects; identify bugs or software improvements that benefit customers
- Proactively detect issues and propose innovative solutions to resolve them
- Provide product and service reports for assigned accounts
Requirements
- English — advanced level (spoken and written)
- Proficient computer skills (Microsoft Office)
- Secondary education equivalent to Level IV of the National Qualifications Framework
- Experience in Technical Support, Customer Support, or similar roles
- Fluency in German and/or Spanish
- Knowledge of CRM and ERP systems
Benefits
- Competitive compensation and incentive programs
- Genuine appreciation and a culture of recognition
- Opportunities for growth and advancement
- Health and financial support/benefits
- Recognition and reward programs
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