Job Description

Customer Success Agent - GERMAN SPEAKING - (Onsite - CPT) Cape Town - Western Cape - South AfricaENVIRONMENT:A Germany-based company dedicated to driving innovation for growth is looking for a German-speaking (not negotiable) Customer Success Agent to join their Cape Town office. In this role, you will be the primary point of contact with customers, responsible for defining and executing tailored success strategies to maximize customer satisfaction. You will assist customers in optimizing the value they derive from their partnership with the company, ensuring their success aligns with the overall objectives of the organization.DUTIES:

• Use visionary thinking to benefit customers, sharing and discussing ideas with other departments and IT to develop optimized or new product features, ensuring follow-through until completion.
• Develop, define, and implement standards for the continuous optimization of internal and cross-departmental processes.
• Identify industry-specific success strategies, approaches, and action plans, continuously improving the department's processes and performance.
• Manage the strategic positioning and implementation of the product with customers.
• Identify customer-specific objectives and wishes, developing optimal solutions for product use and application, including compiling, sending, and concluding upgrade contracts.
• Stay close to customers, identifying individual optimization potentials, developing concepts for implementation, and working with customers to execute them.
• Anticipate customer needs, understand their KPIs, and proactively address their wishes before they express them, being the first point of contact in all matters.
• Solve problems for customers, guiding them through escalation stages, and defining measures and solutions to ensure sustainable and optimal resolutions.
• Achieve satisfaction from helping customers use the product in a way that maximizes profitability.

REQUIREMENTS:

• Strong ability to think strategically and position products effectively with customers.
• Ability to identify and implement customer-specific solutions.
• Ability to stay close to customers, understanding their needs and anticipating their next steps.
• Experience in handling escalations and ensuring customer satisfaction.

ATTRIBUTES:

• Visionary with the ability to anticipate customer needs and benefit them.
• Strong in collaboration and positioning ideas across departments.
• Persistent, ensuring projects are completed with conviction.
• Customer-focused with a proactive approach to anticipating needs.

Problem solver, ensuring optimal and sustainable solutions.Apply for this Job

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