Customer Success Representative / Trainer

Job Summary

Schlafender Hase, is currently hiring on a vacant job post of Customer Success Representative / Trainer based in Frankfurt. Please read the job detail carefully before applying.

Job Title: Customer Success Representative / Trainer
Company Name: Schlafender Hase
Job Type: Vollzeit
Job Location: Frankfurt
Salary:
Job Link Expiry: 2022-11-02
Posted on: jobsintelecom.net

Job Detail

Schlafender Hase leads the way in intelligent, automated text and graphic proofreading solutions. With its flagship product, TVT®, the Text Verification Tool®, users can quickly compare source content with output formats, detecting changes and deviations prior to publication.

Schlafender Hase serves regulated industries across the globe. Clients include the world’s leading pharmaceutical and medical device companies, as well as healthcare regulatory bodies. The continued success of Schlafender Hase is based on delivering quality products and a strong understanding of customer pain points. Easy to use, our products reduce proofreading workloads, assure the quality of printed and online materials, and mitigate the risk of costly errors.
Founded in 2001, Schlafender Hase GmbH is headquartered in Frankfurt am Main, Germany, with a subsidiary in the US. More at: www.schlafenderhase.com

Your mission

Your extensive knowledge and problem-solving as well as analytical skills will enhance customer engagements in the Customer Success dept. and responsible of the Onboarding and support with focus on ​the Europe region but also globally

Your profile

You are a skilled communicator with a passion for customer support and possess a high IT affinity. You are a proactive, fast learner who enjoys working in an international team. You are comfortable in client-facing roles and working with various digital tools to deliver an excellent customer experience.

Your daily tasks are but not limited to:   
​Support

• Managing customer Onboarding and potential customer request escalation to relevant departments if needed.
• Developing and maintaining processes to monitor support requests volume, quality, and speed of resolution time.  
• Providing periodic reporting.   
• Supporting the CS team in the transition to automatized operational processes, including CRM system or other software implementation projects.   
• Cooperating with other teams to improve processes and implement ideas that meet customer needs.   
• Proactively seeking out opportunities to increase customer satisfaction and deepen client relationships.   
• Positively accomplishing customer success and company objectives by completing related goals as planned. 

Training   

• Assess individual and group training’s requirements.  
• Plan, prepare and perform training sessions.  
• Organize and promote courses and Webinars.  
• Create and update training manuals and materials.  
• Apply new technologies to improve customer’s experience.  
• Identify and develop additional training opportunities.  
• Improve and develop new training and e-Learning content. 

  
Essential skills and experience required: 

• 3+ years in customer-facing roles (experience in hospitality or Telecommunication industries is appreciated). 
• Technical understanding skills and eagerness to learn new technologies  
• Nice to have: Citrix environment and Azure and CRM experience. 
• German or European Passport required or valid Working permission for at least the next 3 years.
• Mastery of written and spoken German and English, French is an advantage
• Analytical and process-oriented mindset, along with outstanding communication skills, both verbal and written. 
• Positive, empathetic, and professional attitude toward customers. 
• Customer satisfaction oriented. 
• Highly organized and self-driven. 
• High attention to detail. 
• Team player, independent, work under pressure and committed to deadlines. 

Why us?

• Professional international working environment 
• Working in a small highly qualified team 
• Collegial and motivating working atmosphere of a small dynamically growing software company 
• Flexible working hours 
• Team Building Events 
• Further attractive additional services possible by arrangement 
• Further training of employees is wanted and is promoted 

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