French and German Speaking Customer Success Manager (all genders) - Zurich

As a French and German Speaking Customer Success Manager at Wemolo, you will be responsible for onboarding and implementing our camera system for B2B customers, providing structured support via emails, phone calls, and web demos. You'll also develop customer expertise in our products, ensure satisfaction through effective customer support, manage stakeholders across various internal departments, and continuously optimize processes to enhance service delivery.

To be considered for the Customer Success Manager role at Wemolo, you should hold a degree in economics, social or natural sciences, or have comparable commercial training. Additionally, you must be fluent in Swiss German and business fluent in French, with at least 2 years of professional experience in customer service, customer success, or account management, ideally in a B2B software environment.

Essential skills for a Customer Success Manager at Wemolo include strong customer and service orientation, fluency in Swiss German and French, and proficiency with G-Suite, Microsoft tools, and ideally some experience with CRM tools like Salesforce. Excellent communication and stakeholder management abilities are also crucial for success in this role.

The Customer Success Manager role at Wemolo is unique due to our commitment to flexibility and employee growth. With the option to customize your working rhythm and the opportunity to work from inspiring locations during workations, you get to thrive in a culture that values innovation, diversity, and personal development, all while playing a vital role in shaping customer experiences.

At Wemolo, customer satisfaction is ensured through structured onboarding, ongoing support, and proactive stakeholder management. As a Customer Success Manager, you'll be pivotal in developing customer expertise in our products and providing tailored advice to maximize their use of our camera system, ensuring their needs are met and expectations exceeded.

In onboarding new customers, I prioritize clear communication and structured processes. I begin by assessing their specific needs and tailoring the onboarding process accordingly, offering guidance through various channels like emails, phone calls, and web demos. This personalized support helps customers seamlessly integrate the product into their operations.

In my previous role, I recognized that the onboarding process had redundancies that slowed down our response times. I collaborated with my team to streamline the steps and automate repetitive tasks, resulting in a 30% reduction in onboarding time and a significant increase in customer satisfaction.

To maintain customer relationships, I rely on proactive communication and regular feedback sessions. I check in frequently to ensure customers are satisfied with our service and gather constructive feedback to adapt and improve our offerings continually. Building trust and rapport is key to long-term success.

If a customer is dissatisfied, I would first listen attentively to their concerns without interrupting. It's essential to empathize with their situation and assure them that we are committed to resolving the issue. I would then work to identify solutions and keep them informed throughout the resolution process, reinforcing our dedication to their satisfaction.

Communication is critical in customer success. It forms the foundation for understanding customer needs, expectations, and feedback. By maintaining open lines of communication, I can foster trust, provide timely support, and ensure that the customer feels valued and understood throughout our partnership.

I have hands-on experience using CRM tools like Salesforce, where I've leveraged its functionalities to track customer interactions, manage relationships, and gather insights for better decision-making. I'm comfortable navigating CRM tools and view them as essential for efficient customer relationship management.

To ensure customers are using the product effectively, I take a consultative approach, offering tailored advice and best-practice recommendations. I conduct regular check-ins to assess their usage, provide training resources, and encourage them to reach out with questions, fostering a continuous learning environment.

In my previous roles, I regularly collaborated with cross-functional teams, including Sales, Product, and Engineering, to align on customer needs and advocate for enhancements. This collaboration was vital in ensuring that customer feedback was communicated effectively and that our solutions continuously evolved based on real user experiences.

To evaluate customer success, I focus on metrics such as customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and customer retention rates. These metrics provide valuable insights into the health of customer relationships and highlight areas for improvement to enhance our service continually.

I am excited about the opportunity to work as a Customer Success Manager at Wemolo because of the company's commitment to innovation in the parking sector. The opportunity to grow within a flexible and dynamic environment aligns with my professional aspirations, allowing me to leverage my language skills and previous customer service experiences to make a meaningful impact.