Customer Success Specialist (German speaking)
FreshBooks
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Posted:
July 27, 2023
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Onsite
About the position
The Customer Success Specialist is responsible for increasing long-term customer retention by providing support, onboarding assistance, and ensuring customer satisfaction for FastBill Premium and Monsum. They will establish and maintain relationships with customers, identify strategies to improve retention, and collaborate with Sales and Marketing teams. The ideal candidate should have proven experience in a customer-facing role, excellent interpersonal and communication skills, and the ability to think creatively to solve customer issues. Fluency in German and English is required.
Responsibilities
- Onboard new customers to FastBill Premium and Monsum, ensuring a smooth transition onto the platform
- Handle customer feedback for FastBill Premium and Monsum through scheduled feedback calls and churn calls
- Handle transactions and receipts for FastBill Premium and Monsum customers
- Establish and maintain customer relationships to gain their trust and respect
- Build long-term relationships with customers, providing ongoing support and guidance
- Identify and implement strategies to improve customer retention and satisfaction
- Work closely with Sales and Marketing to provide feedback based on customer feedback
- Develop a deep understanding of the products and services and communicate the benefits to customers
- Contribute to the development of customer success strategies and initiatives
- Solid understanding of business processes
- Experiences in improving and creating structures or operational workflows
- Conflict management skills
- Knowledge of invoicing, accounting, and banking processes is a plus
Requirements
- Proven experience in a customer-facing role, ideally within a SaaS environment
- Excellent interpersonal and communication skills, with the ability to build strong relationships with customers
- Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues
- Strong organizational skills and attention to detail
- Ability to work independently and as part of a team
- Native in German and bilingual proficiency (fluent) in English, both spoken and written
- Solid understanding of business processes
- Experiences in improving and creating structures or operational workflows
- Conflict management skills
- Knowledge of invoicing, accounting, and banking processes is a plus
Benefits
- Comprehensive Compensation and Wellness Benefits, including Pension Plan, stock options, generous time off, annual healthy living credit, and more.
- Perks that Matter, including a Peer Recognition Program, Employee Assistance Program, headphone credit, meaningful in-person gatherings, and more perks matched to your locale.
- Working Environments to Help You Thrive, with beautiful office spaces in Germany, Croatia, and Netherlands, and a home office credit for remote FreshBookers.
- Supportive Peer Group, Mentors, and Leaders, with programs to foster a strong sense of belonging and collective impact.
- Accelerated growth, with a 2-week dedicated company onboarding and career development through continuous coaching, training, and learning on the job.