As a Customer Success Analyst, you'll ensure client satisfaction and achieve their goals through feedback and metric analysis. Join Track.co, a leader in client experience management.
About the role
- Customer Success Manager at Spacewise, an innovative proptech startup in Zurich. Ensuring high customer satisfaction and operational efficiency while supporting tenants and landlords.
Responsibilities
- As a member of our Customer Success team, you’ll be at the heart of our operations, ensuring the platform runs smoothly every day
- You’ll support both our customer groups - tenants and landlords - helping maintain high customer satisfaction and fostering the healthy growth of our customer base
- Account Management: Manage your portfolio of accounts, ensure successful use of the platform and drive product adoption
- You'll lead pilot projects and work closely with key accounts to support their growth
- Identify potential risks, gather feedback regarding feature requests / bug escalation / UX/UI improvements
- Onboarding: Assist with onboarding new clients, set up their accounts and portfolio
- Demos & Trainings: Provide platform demonstrations and software trainings to the clients
- Operations: Handle special cases related to invoicing and payment such as debt collection or refunds on the platform
- Client expansion: Review the clients platform performance and help them to achieve their goals
- Up- and Cross-selling of features
- Customer Support: Provide top-notch support to both tenants and landlords and help us keep our customer satisfaction high
- Answer customer enquiries that we receive via various channels (email, platform, telephone, help center, provide help with the user application and ensure that customer problems are resolved quickly and effectively
- Customer service automation: Help us to continuously develop our customer service in order to maintain a high level of service quality even with a rapidly growing customer base
Requirements
- You have drive, love to work in a fast-paced environment and familiarize yourself with new tools and topics
- You have a hands-on mentality and are only satisfied when our customers are satisfied too
- You work accurately and efficiently
- You are very tech-savvy, solution-orientated and don't shy away from complicated problems
- You enjoy working with customers, you are helpful and open-minded and you communicate in a way that is appropriate to the target audience
- You have some practical experience in the online sector, ideally in customer service, sales or project management
- You like to work based on data and apply the findings to optimize operational key figures
- You have a relevant bachelor's degree, e.g. in business administration
- Your native language is German and you are fluent in English, French is a plus
Benefits
- A very exciting, entrepreneurial environment that you help to shape yourself and in which you can grow quickly
- A highly motivated, young team, a very flat hierarchy
- A nice workplace in Zurich Seefeld a 100 metres from the lake
- Flexibility in your day to day working location
- Option to work remotely
- A career start in the proptech industry with the opportunity to establish your position in a fast growing company
- Ongoing coaching from the founder and managers - your personal development is important to us
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