Customer Success Manager- Compliance Engineering

at  Luware AG

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

Your skills

• 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

Our Offer

• 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

• 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 report