(Junior) Customer Success Manager (M/F/D)

Why cleversoft

cleversoft is a leading provider of innovative compliance software for the financial services sector. With our cloud-based technologies and efficient SaaS services, we are shaping the future of the industry. Our experts in 4 countries work every day to expand our service portfolio and make it even better. We are a team of more than 180 colleagues - diverse personalities who all want to grow together with you.

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What we offer:

• Being part of an established, successful company with a solid financial profile and well-known international clients
• Working in a dynamic team with an open feedback culture
• High level of responsibility and autonomous work
• Competitive compensation
• Excellent work-life balance with the option of home office days
• 30 days of vacation

You should have the following qualifications:

• Bachelor’s degree or successfully completed apprenticeship in banking, insurance or comparable work-experience in the financial industry and/or IT sector.
• Distinct service and customer orientation with a high understanding of quality.
• Ability to handle complex situations, manage conflicts and communicate it in a comprehensible manner.
• Solution-oriented and creative way of working with our customers and in the team.
• Experienced in the use of PCs and standard Microsoft applications, especially Outlook, Word, Excel and PowerPoint.
• Pro-active organizational skills to ensure smooth day-to-day collaboration with Service Managers and your team, both digitally and on-site.
• Excellent written and spoken English language skills. German is a clear plus.

Preferable (but not mandatory) would be also:

• First experience in using a CRM and/or Jira Service Management / Service Desk.
• Further language skills are an advantage, but not strongly required
• Knowledge in the regulatory segment (MiFID, PRIIP, or also ESG and sustainability) or the compliance environment is advantageous

Your responsibilities:

• You are the first point of contact for our clients and interface between the specialist departments, IT and our partners.
• Furthermore, you are also the central contact person for the service managers on all operational issues, especially on service usage with typical KPIs.
• Act as an escalation point for major support incidents, assisting in the coordination of technical team to resolve incidents and communicate with customer stakeholders
• Being the expert for special technical questions you will support our customers in their onboarding process and day-to-day usage of our applications.
• You will process client requests by phone or e-mail for various topics in a structured manner via our ticketing system (Jira Service Desk).
• Creation and maintenance of service documentation, customer reporting as well as the support of your sales/IT support colleagues are part of your daily tasks.
• You provide training sessions on our applications to customers.