Customer Success Engineer - German speaking

Job Description

As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class

experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes.

About the role:

• Work on issues raised by customers from creation to closure

• Assess and understand the impact, severity and urgency of issues

• Provide support to customers and build rapport through relationship building

• Participate in escalation calls with internal and external audiences

• Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals

• Set and manage expectations with customers, including regular communications

• Conduct remote sessions to quickly resolve and progress issues

• Closely work with engineering and peers to accelerate solutions

• Identify data requirements and assist with data collection

About you:

• 3+ years of applicable experience in a customer-supporting IT environment

• Experience in supporting customers in medium to large enterprises

• Customer-focused, patient, flexible and a desire to progress quickly

• A team player, able to build rapport and get your point across in a calm manner

• Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience

• Strong problem-solving skills

• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans

• Document customer interactions to a high standard

• Able to work well in a dynamic environment with a sizeable workload and multiple priorities

• Experience successfully managing and resolving critical issues

• Demonstrates a desire for learning and the ability to retain and build upon experience

• Cloud/AI knowledge desirable

• Fluent in English and German