Customer Success Specialist 

As a crucial part of our partner’s Product team, the Customer Success Specialist plays a key role in delivering an exceptional experience for new and existing clients. Our partner is a software development company, and this team oversees the end-to-end onboarding process, ensuring clients seamlessly adopt the company’s software solutions and make full use of their capabilities. Additionally, the Customer Success Specialist will gather valuable customer feedback to help refine the company’s products and align them with client needs. With an extensive portfolio that includes CRM, marketing automation, finance, custom solutions, and business intelligence tools, our partner empowers organizations of all sizes to run their businesses with cutting-edge technology. In this role, you will help customers get the most out of the company’s ecosystem by understanding their workflows, tailoring solutions, and enhancing the overall user experience.

Responsibilities:

• Client Onboarding: Guide our new customers through a structured onboarding process via meetings, video calls, and email, ensuring they fully implement our partner's solutions within their organization.
• Consultative Approach: Understand the industry and customer business and Provide a customized, consultative experience for each client to ensure their accounts are set up optimally and that they gain maximum value from our partner's suite of applications.
• Product Training: Lead product training sessions to both new and existing clients, familiarising them with our partner's apps features and capabilities for optimal adoption and usage.
• Customer Meet-ups: Organize regular in-person or virtual meet-ups with customers for demos, workshops, and training sessions to build strong relationships and reinforce product usage.
• Feedback and Improvements: Listen to and understand clients’ challenges and needs, gathering feedback to share with the Product team to refine and improve the experience.
• Customer Success Insight: Spot opportunities for further product customization and share insights that can improve the customer journey and expand market reach.

Requirements

• Have at least 3-5 years of experience implementing journeys and features in an agile development lifecycle.
• Minimum of 2 years in a customer facing role is highly desirable.
• Hands-on experience as an end-user in IT implementation with any equivalent CRM application is essential.
• You have a solution-focused mindset, capable of troubleshooting unexpected client challenges and offering creative workarounds.
• Background in SaaS, startup, or scale-up environments is advantageous.
• Strong writing skills for creating product documentation, tutorials, and training resources.
• Ready to visit clients as needed for demos, workshops, and training sessions.
• Communication level in English and fluency in German are mandatory for this role.

Benefits

• Competitive salary package aligned with candidate's qualifications, experience, and the market value of the role.
• Supportive and inclusive team and colleagues.
• MacBook, mobile and paid SIM.
• Company provided lunch.
• Permanent Contract after the successful completion of the probationary period.
• A vibrant international environment.
• Reimbursement of approved business expenses.
• Opportunity to work with a global team and contribute to the growth of a leading technology company.

It is important for the applicant to hold a national or EU passport, have a valid work authorization and be within commutable distance. The successful candidate will be subjected to background verification in compliance with the national legislation and market standards.

Data Processing:

Serendi SA is proud to be an equal opportunities employer. We are committed to providing equal access to employment opportunities to all prospective employees within the recruitment process. The Group complies with and supports all national and local laws pertaining to non-discrimination. Please note that the Group is supported by Serendi for Talent Acquisition Services. Your data is handled according to the compliance guidelines of the Group. Please see the Recruitment Data Privacy Statement for more information. If you have any questions your recruiter will be happy to help. www.serendi.com (Serendi SA, Avenue de la Gare 2, CH-1700 Fribourg)