Customer Success Specialist

Job highlights

Sofia

Customer Success

Full Time

Details

Requirements

Responsibilities

Founded in 2004 the cleversoft group is a leading cloud based RegTech provider for financial services. The company is headquartered in Munich with offices in Amsterdam, Frankfurt, The Hague, Luxembourg, Sofia. We optimize and automate business processes for regulatory documents, ensure AML & KYC compliance as well as efficient supervisory reporting of 1 000+ clients around the globe, including banks, insurance companies, custodians / investment management companies and asset managers. Through the partnership with Private Equity Investors, cleversoft group further accelerates its growth through acquisitions of SecondFloor, BusinessForensics, and CDDS in 2019, 2020, and 2021 respectively.

We are a team of more than 180 colleagues – diverse personalities who all want to grow together with you. Are you ready to break new ground with us? Then join us and help us strengthen our Customer Success team in Sofia as a Customer Success Specialist.

We offer :

Being part of an established, successful company with a solid financial profile and well-known international clients.
Working in a dynamic team with an open feedback culture.
High level of responsibility and autonomous work.
Flexible work schedule with policy allowing up to 50% work from home.
25 days paid vacation annually.
Opportunities for training, customer engagement, and conference participation.
Interview process with your future teammates.
Possibility for high impact and fast personal growth.
Competitive salary + employee benefits, e.g., a multisport card, additional medical insurance, etc.

cleversoft is an equal opportunity employer. We do not discriminate against any applicant or employee based on gender, sexual orientation, race, religion, belief, disability, or any other legally protected characteristic. We are committed to hiring the best candidates for our positions, regardless of these factors.

You should have the following qualifications:

3+ years of experience in technical support, customer success management, or technical account management.
Familiar with Windows server operating systems in a production environment.
Excellent analytical and problem-solving skills.
Experience with support ticket management systems such as Jira, Zendesk or others.
Web page and application troubleshooting experience.
Strong written and verbal communication and ability to be the voice of the customer.
High customer empathy, patience, and exceptional customer service skills.
Excellent written and spoken English language skills (French, German or Dutch is a clear plus).
Understanding of software development and customer support cycle.
Enthusiasm to become a subject matter expert in our products and promote products and/or services when opportunity arises with customers.

Preferable (but not mandatory) would be also:

Knowledge of SQL language and ability to write SQL queries is a plus.
Knowledge in the compliance environment (Financial Crime Prevention, Know your Customer).
Knowledge in base in Azure and PowerApps.
Experience in using CRM.
Familiar with on premise server operating systems in a production environment.

Provide state of the art service to our customers through various channels such as email, phone, and chat.
Manage accounts and perform technical onboarding to ensure successful adoption of our on-premises solutions and SaaS platform.
Provide user education to our customers to ensure they get the most out of our platform and features to support the success of their business.
Troubleshoot and resolve technical issues and/or escalate as necessary to Technical Product Support Engineers.
Continuously enhance and maintain support procedures, policies, and documentation.
Enhance and assist our knowledge base in collaboration with our development team.
Collaborate with cross-functional teams and technical teams for escalated issues.
Thoroughly document client interactions, including inquiries, complaints, comments and resolution for future use and review.
Provide input on ways to continuously improve the customer experience and internal processes.