Customer Success Manager (CSM) - German speaking

About us

What we do?

Solvemate is a tech company from Berlin that is making customer support fast, painless, and cost-effective. Our platform lets companies train a virtual agent to integrate on their site or in their app.

Customers interact with it through a series of quick multiple choice questions. With Solvemate, requests are solved in just twelve seconds on average. Thanks to machine learning, the virtual agent also gets smarter over time: By understanding common requests, it anticipates the correct response.

Support request are dealt with automatically, around the clock, and at scale—resulting in faster response times, happier customers, and much lower costs.


Why work with us?


First and foremost: The people. You are spending a lot of time with your peers. You should deeply align with our culture deck and understand why it is important that we have made it that explicit. We are truly working in an atmosphere of transparency, candour and teamwork mixed with some curiosity - all committed to achieve our long-term big hairy audacious goal.

In addition to working with great colleagues: You can shape the future of a product that makes both the service better for consumers and jobs better for service agents. Be part of our growth story. We’re onto something and would like to take you on the journey.

For sure, we also offer competitive pay, flexible working hours, team lunches and team events, offsites, and all the other cool amenities that a young high-tech company has to serve.



Intro

As a customer success manager at Solvemate, you’ll be an ambassador for Solvemate to our customers and an ambassador for our customers to Solvemate. As part of a small, but growing CSM team, you will be part of shaping our customer success strategy to ensure that we provide our customers with the guidance and insights they need to be successful. You’ll have an incredible impact and see the results of your efforts every day!

Please note, that we want to fill this position by Feb / March 2019. 

Your qualifications

  • 3+ years of experience as a CSM in a B2B SaaS company

  • Proven effectiveness at leading and facilitating executive meetings and hands-on workshops

  • Experience with account portfolio planning and prioritization

  • Flexibility for travel (up to 20%)

  • Experience from an early stage startup is a plus

  • You have a strong technical understanding and are excited about learning everything there is to know about machine learning

  • Familiarity with Cloud Computing technologies, concepts and benefits. 

  • You are super organized and numbers driven

  • Ability to prioritize, multitask, and perform effectively under pressure

  • Excellent written and oral communication skills

  • Fluency in English and German (other languages a plus)

Your job

  • Responsible for customers realising the maximum value from Solvemate, ensuring that their virtual agent is implemented and trained in a way that helps our customers achieve their objectives

  • Building and maintaining strong relationships to help customers progress on their customer support transformation journey

  • Connect and align with both the executive level as the decision makers and knowledge engineers who train and maintain the virtual agents

  • Identifying new opportunities and collaborating with sales to ensure full renewal and continued growth of your accounts

  • Develop a comprehensive understanding of typical business challenges faced by customers and appropriately map Solvemate’s features and benefits to address their needs

  • Serve as a customer advocate in driving industry best practices and the evolution of Solvemate’s product and platform functionality, as well as educational material and processes