Client Advocate Support Agent - in EMEA
Location
Weilheim in Oberbayern | Germany
Job description
We are seeking candidates who reside in the Germany/EMEA region to align with the client base to be supported and this position will need to be in our local office in Weilheim i.OB several days a week.
The role of the Client Advocate Support Agent proactively serves as the first point of contact with Herrmann’s existing and new clients. You will collaborate with every department in our organization to create the best possible experience for our clients. This is the perfect role to start your career at Herrmann as it is a cross-functional role that provides a foundation of understanding of all our products and our client base.
Herrmann, the HBDI®, and the Whole Brain® Methodology have been around for over 40 years, and we recently introduced the Herrmann Platform as the SaaS delivery system of our solutions. You will be a pivotal part of our continued success and growth strategy.
We are an enthusiastic and driven collaborative team charged by our passion to create a better world - Herrmann is growing quickly and you'd be joining right amid that excitement!
Being a part of our team at Herrmann:
At Herrmann we invite you to bring your whole self to work; share your family, celebrate your culture, tell your story! We celebrate and appreciate the uniqueness and diversity you will bring to our team; we all think differently and that’s our greatest asset. We are dedicated to creating an inclusive company culture driven by action through our Whole Brain® Methodology. By leading with transparency and flexibility, we are shaping a culture of trust, equity, appreciation, and inclusion.
DUTIES & ESSENTIAL JOB FUNCTION
- Implementing new support-levels and facilitation of change process for the client base
- Provide timely response to inquiries from our clients via email and support queue tickets while managing the inquiry through to resolution or routing it to the appropriate internal team member
- Process client’s orders, configure and manage invitations to our platform; respond to client questions about our products, and proactively follow up with clients regarding any incomplete or outstanding orders
- Provide "full service" support for generating reports, data, and deliverables from our platform on behalf of clients, and help self-service clients make use of the platform
- Input, coordination and feedback on functions, features, design, and user experience in the global development team to consider requirements and preferences from the DACH/EMEA region
- Launch of new features in the DACH region, including data migration, establishment of a new database structure, followed by the launch of additional expansion stages and new features of the SaaS platform
- Further development and maintenance of the German-language online Help Center with German articles and tutorials
- Testing with early adopters, system training for colleagues and customers, including training materials, conducting customer training sessions
- Localization, quality management for the DACH market to enhance the user experience
- Office Management, Purchasing, Facility Management
QUALIFICATIONS
- Prior experience working in a comparable Customer Support role
- Fluent English and German with excellent oral and written skills with proven ability to communicate, present, and influence individuals at all levels of the organization
- Self-starter/self-motivated team player with a positive attitude
- Ability to focus and maintain attention to detail while managing several client needs at any given time
- Ability to work under pressure and meet scheduled deadlines
- Proficiency in Microsoft Office/Google Docs Suite
- Ideally, prior experience working in a remote/virtual environment
- Comfort working in a remote environment with stakeholders across different time zones
- Experience and knowledge of a SaaS business model- particularly HubSpot, Zendesk, & NetSuite
- Fluency in French or other non-English languages is a plus!
REQUIRED EXPERIENCE
- 3-5 years experience in Customer Service or other customer-facing roles, preferably at a SaaS company
- Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization including executives and C-level
- Experience dealing with high-value customer accounts and projects and delivering client-focused solutions based on customer needs
- Experience working in mobile & remote environments with global intercultural teams
- Flexible and capable of adapting to changing conditions while maintaining focus and clarity on priorities
- Comfort in dealing with ambiguity and realities of a startup business; ability to multi-task in a fast-paced environment
- Highly proficient in Microsoft Office/Google Docs Suite and web-based SaaS customer platforms (e.g. HubSpot, Salesforce etc.)
- Strong analytical and problem-solving skills
- Great teammate with a positive attitude
- Self-starter/self-motivated to aid in increasing service efficiency and process
While we are a global flexible remote distributed team, we prefer candidates who reside in the Germany/EMEA region to align with the client base to be supported and this position will need to be in our local office in Weilheim i.OB several days a week.
You will be expected to be able to travel when needed, and a few times each year you’ll be available to travel to various locations for internal team activities/meetings that require physical presence.
Herrmann is an equal opportunity employer; we value diversity at our company. We evaluate your skills and experience without regard to thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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