Client Success Technical Support Specialist

Hi, we are Storyteq! 👋🏼

Storyteq helps marketing and creative teams in top brands to scale their creative production and gain control over their marketing campaigns. Through our platform, our clients can streamline campaign workflows, automate their creative production through templates & AI, and activate engaging campaigns that go to market faster. We believe creativity takes time, but creative production shouldn’t. Since 2016 our mission has been to revolutionize the way creative assets are created and used. Magic happens when we let technology empower creativity. Our endless curiosity and relentless commitment to our customers lie at the heart of our problem-solving approach. This shared mission is woven into our values: we dream big, think differently, and are stronger together.

Job Summary

We are seeking a dedicated Client Success Technical Support Specialist to join our team, focusing exclusively on supporting our client, Heineken, along with their creative and media agencies. This role is pivotal in ensuring a seamless, eFicient, and productive working relationship with Heineken, by providing top-notch technical support, managing user queries, and leading training sessions. You will work closely with the Account Director to drive client satisfaction, manage change requests, and maintain the highest level of service delivery.

Key Responsibilities

User Support & Management:

• Handle daily user queries and triage issues eficiently with the service desk.
• Maintain and report data on the user issue log to track and resolve issues promptly.
• Add users to projects as required, ensuring correct access and permissions.
• Manage new user requests, from creation to ensuring proper onboarding and access.

Change Management:

• Oversee Change Requests from quotation to invoicing, in collaboration with the Account Director.
• Ensure all text and content changes for user guides are managed and implemented accurately

Training & Development:

• Conduct training sessions as requested to enhance user understanding and capability.

• Develop and maintain an FAQ page and HFlow how-to videos to support user self-service.

Communication & Collaboration:

• Lead weekly agency calls to ensure alignment, address concerns, and provide updates.
• Manage the HFlow support teams’ chat, fostering a collaborative environment for issue resolution.

Testing & Quality Assurance:

• Serve as the UAT test lead, overseeing user acceptance testing to ensure new features and functionalities meet client needs and quality standards.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 2-3 years experience in a technical support role, preferably within a client success or account management team in a SaaS scale up organization.
• Exceptional communication and interpersonal skills, with the ability to engage efectively with both technical and non-technical stakeholders.
• Experience in conducting training sessions
• Eagerness to learn
• Ability to work independently and manage multiple tasks and deadlines in a fastpaced environment.

What We Offer:

💰 A salary range of 32-35k EUR gross per year

📈 Employee stock ownership.

📅 27 days of annual leave (Well-being Day and Volunteer Day included).

🏡 Hybrid working model (working from home 1-2 days a week).

🚆 Travel allowance.

🚲 A bicycle lease plan with Hellorider after 1 year of employment.

💻 Excellent tools: High-end Laptop, Monitor, and everything in between!

📚 We support your continuous improvement with training, courses, conferences, and books.

🌦 Mental health and wellbeing support: Access to OpenUp.

🥪 Office lunches and endless snacks at the Amsterdam Office.

🍻 The best Friday afternoon drinks and quarterly team outings.

👵 A Pension contribution for employees who are based in the Netherlands.

🐶 Pet-friendly office, so feel free to bring your furry friend!

We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

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