Customer Success Specialist

Caplena

8d•Remote

About The Position

As a Customer Success Specialist, you will play a key role in ensuring the success and satisfaction of our customers from global brands to market research agencies . You will support them in extracting meaningful insights from their data, guiding them through projects, and ensuring they get maximum value from Caplena. This role combines customer support, project management, and data-related tasks, requiring a proactive individual with strong communication skills and an analytical mindset. You will work closely with our sales and product teams to deliver a seamless customer journey and continuously improve the customer experience.

Requirements

Proven professional experience in customer success, market research or similar role
Strong project management skills
Excellent professional communications skills, both written and verbal
Fluen cy in English and German
Affinity for data handling & data analysis
Analytical mindset with the ability to troubleshoot user-level technical issues
Ability to adapt to a dynamic work environment and learn new technologies

Responsibilities

Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if .
Continuously optimise support processes by creating training resources and categorising queries.
Co nduct project briefings and requirement gathering with customers .
Handle data tasks such as file assessment , restructuring and preparation for import .
Coordinate internal or freelance language specialists .
Present results to clients and handle change requests .
Stay up to date with product knowledge and industry trends.
Take over ownership of k nowledge b ase : k eep content up to date , improve structure, add new content and creat e specific instructional videos.
Conduct training sessions for customers on basic product functionalities
Progress to more advanced training as expertise develops.