Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
About the role
- Customer Success Manager for ProvenExpert enhancing customer relationships and online reputation management. Engaging with SMB clients, supporting varied communication channels and working with internal teams.
Responsibilities
- You are the first point of contact for (potential) SMB clients and provide them with comprehensive information about the benefits and possibilities of working with ProvenExpert.
- You support customers throughout the entire customer journey — from initial consultation and ongoing account management to churn management.
- You respond to customer inquiries across multiple communication channels (e.g., email, chat, phone, and social media) and help customers successfully use our platform to manage their online reputation.
- You handle issues and feedback in a structured, solution-oriented, and professional manner — including in more challenging situations.
- You work closely with internal teams such as Finance, Product Management, Marketing, and Sales.
- You develop tailored solutions together with customers based on their individual requirements.
Requirements
- You have a strong understanding of customer-focused communication and can empathize with diverse needs and perspectives.
- You work in a solution-oriented, structured, reliable, and self-driven manner and actively contribute as a team player.
- You enjoy active communication with customers across various channels.
- You handle feedback constructively and use it to continuously improve your work.
- You have very good German skills and good English skills, both written and spoken.
- Ideally, you have already gained some experience in customer contact, customer service, dialog marketing, sales, or account management — career changers are welcome.
- Experience with CRM systems (e.g., HubSpot) is an advantage but not a requirement.
Benefits
- An international, open, and appreciative working environment
- Flexible working hours in a hybrid model (office in Berlin with occasional work-from-home days)
- Modern work environment and free choice of hardware
- Scope to implement your own ideas and active participation in the continued development of our platform
- Personal and professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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