Customer Success Manager- Compliance Engineering
Luware AG London Contract
Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.
We are looking for an experienced, tech savvy, self-driven person who will ensure an outstanding and smooth support of our customers within Compliance Engineering.This unique role is a maternity cover (1 year fixed contract) and based in our modern office in London City.
Your Responsibilities- Relationship Management: Build and nurture long-term relationships with customers, acting as their primary point of contact for any queries or issues
- Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and feedback to improve our products and services
- Proactive Support: Monitor customer health metrics and proactively address any issues or concerns to prevent churn and ensure customer satisfaction with assistance from engineers in the team
- Upsell and Cross-Sell: Identify opportunities for upselling and cross-selling additional products or services that align with the customer’s needs and objectives
- Customer Feedback: Collect and analyse customer feedback to inform product development and improve customer experience
- Customer Interaction: Server as the main customer escalation and contact point for support issues and product queries
- Assist the team in delivering on customer specific audit controls
- Co-ordinate new customer projects with engineering teams
- Managing new customer orders and customer license reports
- Experience in a Customer focused Specialist-Role- mandatory
- Ability to understand customers with their urgent needs and guide them accordingly through the issue in a solution-oriented manner (Within a SaaS organization is a great plus)
- Fluent- very good English, other languages a plus
- Strong problem-solving abilities and a proactive approach
- Self-driven, person who takes responsibility
- Customer-focused mindset, able to listen to customer or partner problems and understand the impact issues can have on them
- Experience with communications platforms, such as Microsoft Teams is a big plus
- Ability to work independently as well as collaboratively
- Positive attitude and ability to collaborate in a team-oriented environment
- Challenging, interesting work in a varied field with a high level of personal responsibility
- A dynamic, motivating working environment that leaves room for the realisation of your ideas and promotes your personal development
- Regular team events and the opportunity to work in one of the Luware offices for up to one month as part of our exchange programme
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