Customer Success Manager- Compliance Engineering (w/m/d)

at  Luware

Luware is still incredibly growing! Since our foundation in 2010, we have been getting the most out of the Microsoft technology stack and continuously improving it. Our unique solutions transform Microsoft Teams into a customer service hub that gives meaning to every customer interaction. As the leading software-as-a-service company in our market segment, agile, hybrid working is a matter of course for us.
We are looking for as soon as possible for a maternity cover (1 year fixed contract) a experienced, tech savvy, self-driven person who will ensure an outstanding and smooth support of our customers within Compliance Engineering.This unique role is based at our fresh, very nice redesigned branch Office in London- City

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

• 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