Customer Success Specialist m/w/d German Speaking

Customer Success Specialist

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Germany-Cologne

Description

Responsible for development and execution of customer success activities and strategy.

Role expectations

Build a long-lasting partnership with customers, contributing to their success by:

1. providing support by responding to all Invisalign and iTero inquiries coming in via all available support channels.
2. having personal interactions like conducting face to face meetings and providing on-/off-site training courses.

• Act as the Voice of the Customer by providing ideas and suggestions to improve the overall business, improve customer experience and/or specific customer inquiries
• Be a trusted advisor to internal and external customers regarding all kinds of (operational) topics.
• Collaborate with various stakeholders like other departments, such as Manufacturing, Marketing, Education, Sales, Clinical Support.
• Work closely with the commercial organization to ensure high customer satisfaction and smooth end to end process execution
• Identify and assist local teams to identify best practices in relation to frontline support in respective markets.
• Be involved in (cross-functional/regional) projects providing governance to innovation projects to ensure the right product and research plans are developed.

What we're looking for

• Customer focused
• Highly effective communicator
• Strong oral and written communication skills (presentations and correspondence, influencing skills)
• Efficient at managing competing demands including prioritization, responsiveness and keeping others informed
• Effective stakeholder management skills – internal and external
• Solid problem-solving ability and ability to manage details
• High sense of accountability for one’s tasks and can-do attitude
• Appropriate sense of urgency
• Team player
• Analytical, strategic, and business acumen