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Customer Success Specialist (m/w)

Festanstellung, Vollzeit · Garching bei München

Über uns
Ob die Liebe zum Detail von zwei perfekt ineinandergreifenden Zahnrädern oder die Begeisterung mit neuer Technologie die Welt des Kunden zu verändern – jeder hat seinen eigenen Antrieb. Dennoch eint uns alle der Wunsch, Krebsdiagnosen zuverlässiger und schneller zu machen: ob aus persönlicher Erfahrung oder der Hingabe zu der zugrundeliegenden Technologie. Jeden Tag einen Schritt näher hin zu unserem Ziel.
Deine Aufgaben
Customer Success Specialist

As our Customer Success Manager you'll bring our customers a unique mix of technical, practical and business insights to help them understand and leverage the value of inveox products in their daily work. You will have an opportunity to drive quantifiable impact on lives by helping our customers transform how they work, and as a result, increasing efficiency in labs, making cancer diagnoses faster and safer. The successful candidate will have a significant technical aptitude and a winning, customer-oriented approach that inspires confidence at all times. A demonstrated ability to inspire favorable opinion-forming with IT admins, decision makers and end users alike are beneficial for this position.
 

Responsibilities

  • Get deeply acquainted with our lab automation product portfolio and become a subject matter expert in our software 
     
  • Establish a trusted and strategic advisor relationship with users, customers and their stakeholders (e.g. IT, data protection officer, accountant, etc) to drive the continued value of our products and services
     
  • Collaborate, coordinate, facilitate and operate across departments within inveox and as well as external partners to ensure smooth and successful implementation, comprehensive adoption and active usage
     
  • Provide basic and expert level product/feature trainings in person as well as via webinars and phone
     
  • Monitor alerts as well as incoming tickets and execute response plans and activities
     
  • Provide first level support: ensure timely and successful delivery of solutions according to customer needs
     
  • Advocate customer needs to other departments and partner with marketing and sales to improve customer experience based on feedback
     
  • Collect, analyze and evaluate usage and customer experience data, leveraging internal technical expertise, to identify needs for engagement, intervention and escalation
     
  • Communicate the progress of customers' success based on key metrics (e.g. usage data, users' feedback)
     
  • Document each customer interaction in our SAP CRM, communicate the progress of customers' success based on key metrics (e.g. usage data, users' feedback) in weekly status reports
Anforderungen
Requirements
  • Several years of SaaS Customer Success/account management or similar experience
    (also applicants with a background in lab tech/pathology, medical practice or hospitality are welcome) 
     
  • Caring individual with exceptional interpersonal and relationship building skills
     
  • Outstanding problem solving and conflict resolution ability, staying calm and diplomatic under pressure 
     
  • Excellent written and oral communication in German, good mastery of English
     
  • Passionate about customer success and making life simpler with technology, interest in healthcare
     
  • Prior experience with CRM systems, ideally SAP Business By Design
     
  • A strong desire to learn and co-define an emerging function in a rapidly growing and dynamic startup environment
     
  • Project Management experience is beneficial but not required

     

Note: Because adoption and customer experience are the focus of this position, it's not designed for sales, consulting or business development professionals.

Warum inveox?
  • Fast forward - Our rapidly growing start-up offers plenty of opportunities for personal & professional development
  • Flexible hours - We support you in achieving your best performance through work-life-balance
  • Meet & mentor - You will be working in a strong entrepreneurial environment with experienced professionals, have the opportunity to meet renowned industry experts and get an introduction to the German Start-Up community
  • Learn & grow - Apart from support within and beyond your team, you will receive regular feedback and personal coaching from your manager: methodological and hands-on training to boost your performance and nurture your professional growth
  • Team spirit - Enjoy daily team lunches as well as after work barbecues, gym sessions, poker nights,...

Deine Bewerbung

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