Customer Success Specialist EMEA

FotoFinder Systems
Bad Birnbach

Jetzt bewerben

Details zur Stelle

Vollzeit
vor 3 Tagen

Vollständige Stellenbeschreibung

Customer Success Specialist EMEA

Vollzeit | m/w/d

Standort: Bad Birnbach, Deutschland
Abteilung: Customer Success Department
Beschäftigungsart: Vollzeit

About the Role

As a Customer Success Specialist, you will be the main point of contact for our customers throughout their journey with FotoFinder — from onboarding through renewal and growth. You'll work closely with Sales, RND and Product teams to ensure smooth, positive experience with our medical devices and SaaS platform.

Your Responsibilities

Own the onboarding process for new customers, guiding them through setup and first use of our mobile and stationary imaging systems and software.
Conduct regular account health checks to monitor customer satisfaction, product adoption, and usage, proactively identifying risks before they become issues.
Manage escalations end-to-end, coordinating with internal departments (Support, Product, Sales, and Service) to resolve customer concerns quickly and effectively.
Collaborate closely with other departments to ensure customer-facing processes run smoothly and consistently.
Identify upsell and cross-sell opportunities within your customer portfolio and generate qualified sales leads for the sales team.
Manage contract extensions and upgrades for both mobile and stationary product lines, ensuring timely renewals.
Prepare for and participate in regular business reviews with customers, presenting account performance and identifying opportunities for growth.
Maintain accurate and up-to-date records in our Customer Success platform and customer database.
Contribute to the design and documentation of new processes, procedures, and campaigns.

What You Bring

Experience in a customer success, account management, or key account role, ideally in a SaaS, medical device, or healthcare technology environment.
Solid technical understanding, with the ability to quickly grasp complex medical devices and software and explain them clearly to customers.
Excellent communication and organizational skills, with a customer-first mindset and the ability to manage multiple accounts and priorities at once.
A proactive and solutions-oriented way of working, especially when handling escalations.
Skilled in complaints management and de-escalation, staying calm and professional to resolve difficult customer situations effectively.
Strong collaboration skills, working effectively across technical, sales, support, and product teams.
Good product understanding paired with a commercial mindset — comfortable discussing technical details as well as spotting upsell and sales opportunities.
A relationship-building and growth mindset, continuously looking for ways to strengthen customer relationships and improve ways of working.
Good understanding of data and statistical analysis, with the ability to interpret account data and identify potential opportunities.
Comfort working with CRM or Customer Success software and maintaining clean, reliable data.
Fluent English required; German language skills are a strong plus.

Interesse?

Dann senden Sie uns bitte Ihre vollständigen Bewerbungsunterlagen per E-Mail oder Post an:

FotoFinder Systems GmbH . Personalabteilung . Industriestraße 12 . 84364 Bad Birnbach
Tel.: 08563 977200 . E-Mail: [email protected]

Bewerbungsunterlagen aus datenschutzrechtlichen Gründen ausschließlich per E-Mail an [email protected] und nicht an [email protected]
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