Junior Customer Success Manager at Tech Startup

Founded in 2015, Avrios makes mobility work for business. We are a rapidly globally growing software startup providing our clients with an intuitive SaaS platform to manage their corporate mobility. With over 700 clients, we are proud to call ourselves one of the fastest growing startups in Switzerland.

At Avrios, you will embed yourself into an exceptionally demanding environment, where the reward for smart work is a steep learning curve, career acceleration, a committed team and loads of fun events. Become part of a multi-cultural and multi-faceted team of passionate, adventurous, driven and humble people from 23 countries collectively speaking more than 35 languages.

Being a fast growing startup for us means loads of room to take ownership but also the necessity to take on responsibility. There is no room for politics, for blaming others and there is no room for bureaucracy. Creating this kind of environment while growing fast and providing a 10x better service than anyone else in the market requires our people to have an unusual level of work ethics, commitment and professionalism.

The role

To us, you’ll be a full-fledged Customer Success agent, a vital part of the team. To our customers, you’ll be their hero, their saviour, the friendly voice that’s always there to help. You will use your expert knowledge of our software (which we will teach you), your patient, friendly attitude and your superb writing skills to answer our customers’ Support-requests as fast and as diligent as possible.

Many of these customer questions are pure gold when it comes to improving our product. Others are simple requests. All of them are relevant to the majority of our customers. So besides helping our customer and answering their questions, your job is to use these questions to create a database where our customers can find the answer to their most frequently asked questions (FAQ). This FAQ database is an important part of our 2019 plans and you’ll be responsible for it!

Responsibilities

• Build close relationship with our customers
• Be the voice of the customer in the company - identify unmet client needs and uncover product improvements/new projects we should implement
• You take care of all our chat conversations with our customers, solving their problems and understanding their needs
• Based on your experiences during these conversations you create a knowledge (FAQ) database, that our customers can use to help themselves
• Chat, Phone, Email : whatever channel, whatever the problem, you’ll be there to listen to and help our customers

A day in the life of

Start the day with a coffee and check your calendar. Mrs X calls, she can’t upload her fuel invoices, you talk (and walk!) her through the steps on the platform and help her to understand the process for next time. You receive a notification that one of your clients contracts is almost up, you need to convince them to renew their contract so you give the fleet manager a call and put on your sales hat. After some persuading, the fleet manager is onboard, she also wants to add some damage reports and invoices to the platform, this requires you to be super organised in collecting the complete and accurate data.

Nice, sales have just closed a deal and you receive a new client to onboard, pressure on, its in your hands. You schedule a data analysis call for tomorrow. The day continues and you start preparing the success plan to define clear goals for the new client.

After lunch with the team, you continue working through the support emails and chat requests. Some clients have suggestions for improvements to some features, you add them to the product board as a feature request and make a mental note to follow up with the development team.

As you are about to leave, the phone rings, it is Mr Y who is having troubles viewing and interpreting his costs, you explain to him how this feature works and look at his expenses, consulting him on where he can save and be more efficient. Mr Y is super happy and thanks you for your help.

You’re offering these qualifications

• Native level German
• A great service mentality, a patient and friendly attitude
• A strong desire to fully understand software
• Structured and organised way of working
• A reliable and dependable team member
• There are no educational requirements but a Bachelor student or graduate is preferred

We’re offering these benefits

• Competitive level compensation
• The opportunity to grow within the company and take on more and more responsibility over time
• The freedom to have an impact on a fast-growing international startup
• A unique and structured training program including many workshops and on-the-job mentoring
• An incredibly dedicated, intelligent and experienced team
• A great culture that promotes open feedback and a flat hierarchy
• Centrally located offices in the heart of beautiful Zurich