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Enterprise Customer Success Specialist - German Speaking (m/f/x) Customer Success · Berlin, London · Hybrid Remote

Ultimate.ai

Ultimate.ai

Customer Service, Sales & Business Development
Berlin, Germany · London, UK
Posted on Monday, June 24, 2024
Customer Success · Berlin · Hybrid Remote

Enterprise Customer Success Specialist - German Speaking (m/f/x)

Please note, you must have the right to work in the Germany to apply for this position. Unfortunately, we cannot provide visa support for this role.

Our company's working language is English. You will also need working proficiency in German to be a suitable applicant for the position.

This is a hybrid position with some home-based working and some office-based. Our office is in Kreuzberg, Berlin.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

THE ULTIMATE ROLE:

The Customer Success Specialist for our Enterprise and Commercial customers will:

- Own a portfolio of Enterprise customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform.

- Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs.

- Engage in customer onboarding by helping to define objectives, project scope and minimizing time-to-value.

- Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.

- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.

- Work cross-functionally and build strong relationships with Product Management, Sales, Implementation, and Customer Engineering and be responsible for securing resources to realize your customers’ objectives.

- Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.

- Build business cases and ROI calculations, leveraging industry benchmarks and best practices, and lead quarterly business value workshops with customers to align realized value with executive stakeholders and unlock expansion across new channels, markets, brands, and use cases.

- Uncover and qualify expansion opportunities and work closely with Account Executives on closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

    ABOUT YOU

    - Experience in Customer Success, Account Management or related roles in a SaaS company.

    - You have a successful track-record of managing medium and large accounts, with complex technical solutions and multiple stakeholders, in a high-touch B2B environment.

    - You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.

    - You are a natural advisor, with experience in coaching executives and project teams in a technical and business context. You enjoy understanding customers’ goals and defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.

    - You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.

    - You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.

    - You must speak German to a working proficiency. Our company language is English.

      THE ULTIMATE SUCCESS is measured by:

      - Retention Rate

      - Expansion Rate/ARR Growth Rate

      - Time to First Value

      - NPS


      We like to let you know what to expect, so if shortlisted you will go through the following process:

      1. Initial Call with Talent Team (15 mins)

      2. Call with the hiring manager (30-45 min)

      3. Challenge Stage (60 min)

      4. Final Interview with VP of Customer Success (30 -45 min)

      Our Commitment to You:

      Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

      If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate x Zendesk.

      We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

      Department
      Customer Success
      Locations
      Berlin
      Remote status
      Hybrid Remote
      Employment type
      Full-time

      Berlin

      The Ultimate Perks

      • Great Compensation

        You bring your best and so do we. This means we recognize real impact and show appreciation with actions, not just words.
      • Stock Options

        As we succeed, everyone gets to share in the spoils. Join our journey into a billion-dollar company and reap the rewards.
      • Scaled Professional Growth

        Your success is our success. We’re passionate about internal promotions and providing our people the best opportunities.
      • Bespoke Personal Growth

        Whether you want to learn a language, train for a marathon or take a coding course, our personal development budget has you covered.
      • Flexibility, Globally

        Everyone has a different circadian rhythm and is encouraged to work during their own superpower hours, plus preferred location.
      • Trust is our No.1 Value

        Our founders are passionate about trusting people to do their best work. You’ll feel it from day one.

      The Ultimate Team

      We're smart, enthusiastic and mission-driven about changing the world of customer support. Great culture is core to that - because we believe people are more inventive when inspired, more productive when passionate and more resourceful when recognised.

      We trust our people to be brilliant and empower them to own their impact. Join our team and work alongside some of the smartest people we know.

      About Ultimate

      Founded in 2016
      Co-workers 160
      Customer Success · Berlin · Hybrid Remote

      Enterprise Customer Success Specialist - German Speaking (m/f/x)