Customer Success and Account Manager

About the role

As a Customer Success and Account Manager you will be the main point of contact for a portfolio of over 30 customer accounts, ensuring they receive exceptional service while helping the company improve internal processes and drive business growth.

Key responsibilities

• Serve as primary contact for customer accounts, handling contractual queries, new orders and product‑related questions.
• Conduct regular check‑ins and quarterly business reviews to monitor satisfaction and address concerns.
• Process incoming sales orders, create order forms and record them accurately in Business Central.
• Coordinate with logistics to guarantee timely and efficient deliveries.
• Collaborate with the Head of Customer Success and logistics to streamline order processing and RMA/replacement workflows.
• Lead initiatives that improve internal processes and enhance the overall customer experience.
• Create and maintain FAQs, communication guidelines and other support materials to empower self‑service.
• Facilitate onboarding and training for new customers to ensure effective use of IoT solutions.
• Work closely with Product Management and Brand teams to relay feedback and develop client‑facing content.

Required profile

• Minimum 3 years in a client‑facing role such as technical support, account management or customer success, preferably in logistics, IT or a related sector.
• Strong analytical and conceptual skills with a focus on process improvement.
• Excellent verbal and written communication in English and German.

Required skills

• Experience with CRM software.
• Proficiency in Microsoft Office suite.
• Knowledge of Business Central or similar order‑management systems.
• Familiarity with service desk tools.
• Experience with project management systems.