Enghouse Systems is seeking a highly motivated and customer-focused professional to join our team as a Customer Experience and Renewals Specialist. In this role, you will play a crucial part in ensuring our clients receive exceptional support, assistance with product renewals, and nurturing long-term relationships. You will collaborate closely with our Support & Customer Success teams and R&D to deliver a world-class customer experience. This is a Remote role reporting to the Director, Operations (BSS).

QUALIFICATIONS AND EXPERIENCE

• 2-3 years of relevant experience
• Proven experience in customer service, account management, or renewals management.
• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a cross-functional team environment.
• Familiarity with CRM and customer support systems is a plus.
• Knowledge of the software industry and customer engagement solutions is a bonus.
• Written and Verbal fluency in German language is a must
• Basic fluency in English is required; candidates should be able to converse in English with clients
• Legally eligible to work in Germany without sponsorship

ABOUT US:

Enghouse Networks technology portfolio spans Business Support Systems (BSS), Operations
Support Systems (OSS), Mobile Value-Added Services (VAS), Network Security, Control &
Routing Automation, all of which are designed to deliver strategic value for next generation
communication service providers and telecommunications businesses around the globe.
Enghouse Networks is a member of GSMA and the TM Forum.
Enghouse Networks is a subsidiary of Enghouse Systems Limited, a publicly traded
Canadian-based software and services company founded in 1984. Enghouse shares are traded
on the Toronto Stock Exchange (TSX) under the symbol ENGH. Enghouse Systems serves
several distinct vertical markets through its three divisions, each developing and selling
enterprise-oriented applications software.
We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodations will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now!
Enghouse Systems sucht einen hochmotivierten und kundenorientierten Profi (m/w/d), der unser Team als Spezialist für Kundenerfahrung und Erneuerungen verstärkt. In dieser Rolle spielen Sie eine entscheidende Rolle dabei, sicherzustellen, dass unsere Kunden außergewöhnlichen Support und Hilfe bei Produkterneuerungen erhalten und langfristige Beziehungen pflegen. Sie arbeiten eng mit unseren Support- und Kundenerfolgsteams sowie mit F&E zusammen, um eine erstklassige Kundenerfahrung zu bieten. Dies ist eine Remote-Rolle, die dem Director, Operations (BSS) unterstellt ist.

QUALIFIKATIONEN UND ERFAHRUNG

• 2-3 Jahre relevante Erfahrung
• Nachgewiesene Erfahrung im Kundenservice, Account-Management oder Erneuerungsmanagement
• Außergewöhnliche zwischenmenschliche und kommunikative Fähigkeiten
• Ausgeprägte Problemlösungsfähigkeiten und sorgfältige Arbeitsweise
• Fähigkeit, in einer funktionsübergreifenden Teamumgebung effektiv zu arbeiten
• Vertrautheit mit CRM- und Kundensupportsystemen ist ein Plus
• Kenntnisse der Softwarebranche und von Kundenbindungslösungen sind von Vorteil
• Fließende Deutschkenntnisse in Wort und Schrift sind ein Must-Have
• Gute Englischkenntnisse sind erforderlich
• Vorhandene Arbeitserlaubnis um in Deutschland zu arbeiten

• Build and maintain strong relationships with Enghouse Systems’ customers, ensuring their satisfaction and addressing any concerns or issues promptly.
• Proactively manage the renewal process for existing customers as well as new revenue opportunities from both existing customers and New Logos. Collaborate with the internal team to identify upsell and cross-sell opportunities during the renewal process.
• Serve as a point of contact for customer inquiries, providing timely and accurate information, and ensuring a positive customer experience.
• Analyze customer data to identify trends and opportunities for improving customer satisfaction and retention.
• Team Collaboration: Work with other teams to ensure a smooth onboarding experience for clients.
• Maintain detailed records of customer interactions, renewals, and support requests.