Customer Success Manager

🕒 vor 2 Monaten

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Enerex

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

⚡ Energie

☁️ SaaS

💰 €1.000.000 Debt Financing im 2022-05

Energy • Software • SaaS

Enerex ist ein Unternehmen, das sich auf die Bereitstellung umfassender Softwarelösungen für den Einzelhandelsenergiemarkt spezialisiert hat. Ihr Produktportfolio umfasst Software für Energievermittlung und -management, Echtzeit-Kommunikationsplattformen, Vertriebs- und Kanalmanagement-Tools, APIs für den Datenaustausch, Lösungsansätze für die Provisionsverwaltung und Analyseplattformen für Energieanbieter im Einzelhandel. Enerex legt dabei großen Wert auf Datensicherheit und effektives Datenmanagement, was es Maklern und Lieferanten ermöglicht, ihre Prozesse zu optimieren. Durch das Angebot einer rein technologischen Lösung ohne Einflüsse Dritter eröffnet Enerex Einzelhandelsenergiebetrieben die Möglichkeit, ihre Effizienz zu steigern und tiefere Einblicke in ihre Abläufe zu gewinnen. Die ISO-27001-Zertifizierung stärkt zudem das Vertrauen in den Schutz und die Sicherheit der Daten.

Beschreibung

• Own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption • Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows • Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data • Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed • Take full ownership of issues through resolution, even in ambiguous or complex situations • Deliver practical, workflow-oriented training sessions focused on real customer use cases • Help customers adopt best practices to minimize errors and improve outcomes • Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting • Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions • Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

🎯 Anforderungen

• Experience in a customer-facing role within a SaaS or software environment • Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows • Hands-on experience working with data, such as: Excel (e.g., filtering, formulas, pivot tables), and/or SQL, APIs, or similar tools used for troubleshooting • Strong problem-solving skills with the ability to break down ambiguous issues into structured steps • High level of ownership—able to drive issues to resolution without relying on constant escalation • Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users • Strong attention to detail and ability to work across multiple systems and data sources. • Preferred Experience in the retail energy sector, energy brokerage, or utility-related workflows. • Familiarity with systems involving pricing, contracts, billing, or commissions. • Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities. • Track record of improving processes, documentation, or customer workflows at scale.

🏖️ Vorteile

• Work from your home office - potential for occasional marketing trip • Health Insurance - premium paid 100% for employee • Paid Time Off - 3 weeks + company holidays • End of year performance based bonus • A dynamic and collaborative work environment where teamwork is key. • Opportunities for growth and professional development. • A culture that celebrates progress and success. • A chance to be part of a mission-driven company committed to simplicity, trust, and innovation.