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Recognising the very best in automotive video and digital communications, the Digital Spotlight Awards offer the chance to make your video a shining example of going the extra mile.

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Customer Success Advisor | DACH

  • Location: Germany
  • Closing Date: 30 October 2022

The Role

Focussing on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upselling and renewals.
The role will entail remote virtual working to ensure we are providing the best level of support and services to our existing customers and maintaining our reputation as the number one supplier of video into the Automotive industry. Passion, proactivity, self motivation and drive is key in the successful applicant, as is a willingness to work together with the wider Client Services Team.

Key Responsibilities:
  • Actively manage the first line support of all DACH customers
  • Full ownership of all account management and retention activities for circa 600 dealership customers
  • Make routine outbound calls and CitNOW Videos to our existing customers to ensure they are seeing the value of our product suite
  • Be a product advocate and ambassador for our products with the customers to improve usage and ultimately retention
  • Arrange site visits as required to increase utilisation of the product
  • Support the Client Services team to ensure a cohesive strategic approach is being disseminated through all of the dealership sites
  • Manage the day to day and operational client partnership/relationship ensuring all deliverables are achieved to time, quality and budget
  • Implement the agreed business activities for all nominated customers to drive growth and ensure retention
  • Identify growth opportunities through a partnership approach
  • Support the Business Development and Onboarding teams to successfully onboard new customers immediately prior to and post contract signing, supporting the full transition to Client Services
  • Work closely with the Customer Support team to ensure clients are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
  • Ensure all contact activity, business information and details are kept current within Salesforce
  • Own the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desired
  • Support the small agile team during holidays and absence
Knowledge & Skills:
  • full driving licence is essential
  • Excellent telephone skills/a confident communicator
  • Previous experience of working in the Automotive industry is preferred
  • Knowledge and experience of using Salesforce is desirable
  • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint
  • Skilled in organising tasks and establishing priorities to meet deadlines
  • Strong work ethic, a self-starter with a proactive approach
  • Language Skills: German (native or C2 level), English (min. C1), Italian or French a nice to have
  • Communication skills: writes clearly and concisely, speaks effectively and listens attentively
  • Interpersonal skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others
  • Organisational skills: punctual and attentive, high levels of attention to detail
  • Problem analysis skills: ability to understand the main problem, identify the potential causes and propose solutions
  • Teamwork skills: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation
Key Stakeholders
  • DACH Customers
  • Chief Customer Officer
  • European Client Service Director
  • Head of Client Services -DACH
  • Customer Support (1st Line support)
  • Technical Service (2nd Line support)
  • Account Managers
  • DACH Head of Sales & Business Development Consultant

To Apply

Please send your CV to hr@citnow.com.