Schlafender Hase leads the way in intelligent, automated text and graphic proofreading solutions. With its flagship product TVT® (Text Verification Tool ® ), users can quickly compare source content with output formats, detecting changes and deviations prior to publication.
Schlafender Hase serves regulated industries across the globe. Clients include the world's leading pharmaceutical and medical device companies, as well as healthcare regulatory bodies. The continued success of Schlafender Hase is based on delivering quality products and a strong understanding of customer pain points. Easy to use, our products reduce proofreading workloads, assure the quality of printed and online materials, and mitigate the risk of costly errors.
Founded in 2001, Schlafender Hase GmbH is headquartered in Frankfurt (Germany) with subsidiaries in Canada and the US.
For more information please visit : www.schlafenderhase.com

Aufgaben

Your extensive knowledge and problem-solving as well as analytical skills will enhance customer engagements in the Customer Success dept. and responsible of the Onboarding and support with focus on the Europe region but also globally.

Your daily tasks are but not limited to:

• Managing customer contractual and technical Onboarding including support at early stage with escalation option if needed.   
• Managing existing contracts renewals and cancellations.
• Invoicing new and existing customers including monitoring e-invoicing platforms.
• Providing technical support via email, phone, and remote sessions for urgent requests. 
• Monitoring our ticketing system, requests,volume, and quality.  
• Providing monthly reporting and upon customer request (internal & external).  
• Supporting the CS team in the transition to automatized operational processes, including CRM system or other software implementation projects.
• Cooperating with other teams to improve processes and implement ideas that meet customer needs.
• Proactively seeking out opportunities to increase customer satisfaction and deepen client relationships.
• Positively accomplishing customer success and company objectives by completing related goals as planned.

Profil

You are a skilled communicator with a passion for customer support and possess an IT affinity. You are a proactive, fast learner who enjoys working in an international team. You are comfortable in client-facing roles and working with various digital tools to deliver an excellent customer experience. You are a quick learner with a focus on providing solutions.

Essential skills and experience required

• 3+ years in customer-facing roles.
• Contractual & Technical understanding and eagerness to learn new technologies.
• Nice to have: CRM experience, SaaS technology knowledge.
• German / European Passport or valid Working permit required.
• Mastery of written and spoken English and good knowledge of German is required but not necessary. (Any additional European Language is a plus.)

Soft skills

• Highly organized and self-driven.
• Analytical and process-oriented mindset, along with outstanding communication skills, both verbal and written.
• Positive, empathetic, and professional attitude toward customers.
• Customer satisfaction oriented.
• High attention to detail.
• Team player, independent, work under pressure and committed to deadlines.

Wir bieten

• Professional international working environment
• Working in a small highly qualified team
• Collegial and motivating working atmosphere of a small dynamically growing software company
• Flexible working hours
• Team Building Events
• Further attractive additional services possible by arrangement
• Further training of employees is wanted and promoted