Customer Success Expert

1 week ago

London, Greater London, United Kingdom Luware AG Full time

Luware AG is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. With its Microsoft-certified solutions, the company streamlines customer interactions.

We are looking for an experienced tech-savvy individual to ensure outstanding support for our customers within Compliance Engineering.

This role is based at our office in London City.

Your Responsibilities
  • Relationship Management: Develop and maintain long-term relationships with customers as their primary point of contact.
  • Customer Advocacy: Represent customer needs and feedback to improve products and services.
  • Proactive Support: Monitor customer health metrics and address issues proactively to prevent churn.
  • Upsell and Cross-Sell: Identify opportunities for upselling and cross-selling additional products or services that align with customer objectives.
  • Customer Feedback: Collect and analyze customer feedback to inform product development.
  • Customer Interaction: Serve as the main customer escalation and contact point for support issues and product queries.
  • Assist the team in delivering on customer-specific audit controls.
  • Coordinate new customer projects with engineering teams.
Your Skills
  • Experience in a Customer-focused Specialist role within a SaaS company is mandatory.
  • Ability to understand customer urgent needs and guide them accordingly.
  • Fluent English, other languages a plus.
  • Strong problem-solving abilities and proactive approach.
  • Self-driven individual who takes responsibility.
  • Customer-focused mindset, able to listen to customer problems and understand their impact.
  • Experience with communications platforms, such as Microsoft Teams, a big plus.
  • Ability to work independently and collaboratively.
Our Offer
  • Challenging work in a varied field with high personal responsibility.
  • Dynamic motivating working environment promoting personal development.
  • Regular team events and opportunity to work in a Luware office as part of our exchange programme.

Expect a collegial fast-growing international environment with a fresh corporate culture.

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