DESCRIPTION
- Lead our client's customers through the complete sales process, leveraging multiple communication channels (e.g., virtual meetings, phone, email, online chat).
- Uncover customer business needs and align our client's solutions to your customers' objectives.
- Ensure maximum customer satisfaction through the appropriate escalation of issues and precise, timely responses.
- Track all customer activities accurately and timely within the CRM.
- Meet or exceed all performance standards including a number of interactions, revenue, attribution, conversations, and quality metrics that will be measured monthly, quarterly, and yearly.
- Manage teammates to achieve a shared goal by understanding the scope of the business and reaching out to the appropriate people to meet various needs.
- Identify gaps in current processes or product offerings and implement or recommend improvements to increase the overall productivity and customer experience.
REQUIREMENTS
- 2+ years' experience either in Customer Success, Sales, or Account Management.
- Experience in customer demos, onboarding, support, client management, and relationship building.
- Effective written and oral fluency in English and German, including presentation skills.
- Process orientated and excited about systemizing a world-class success function.
- High focus on client satisfaction and retention.
- Good understanding of the SaaS industry.
- Have worked in a SaaS/Tech start-up.
- Great with technology and quick to learn new systems (Intercom, Slack, HubSpot)
- Great listening skills with a natural ability to empathize and put yourself in the shoes of others.
- Excellent internal and external communication, relationship management, and teamwork skills.
- Customer service experience and knowledge in advertising, sales, and consulting is fundamental to understanding our client's product and the needs of the customers.
- Experience utilizing analytical skills to identify critical trends and customer satisfaction.
- Ability to effectively uncover the needs and intent of the customer in order to up-sell and/cross-sell solutions.
- Possesses a high aptitude for new technology and social media with the ability to use the internet as a source of information.
- Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
- Punctuality. Your clients and teammates are counting on you to be here, every day.
