[Hiring] Customer Success Specialist @Caplena

Role Description

As a Customer Success Specialist, you will play a key role in ensuring the success and satisfaction of our customers from global brands to market research agencies. You will support them in extracting meaningful insights from their data, guiding them through projects, and ensuring they get maximum value from Caplena. This role combines customer support, project management, and data-related tasks, requiring a proactive individual with strong communication skills and an analytical mindset. You will work closely with our sales and product teams to deliver a seamless customer journey and continuously improve the customer experience.

Main Responsibilities

• Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required.
• Continuously optimise support processes by creating training resources and categorising queries.
• Conduct project briefings and requirement gathering with customers.
• Handle data tasks such as file assessment, restructuring, and preparation for import.
• Coordinate internal or freelance language specialists.
• Present results to clients and handle change requests.
• Stay up to date with product knowledge and industry trends.
• Take over ownership of knowledge base: keep content up to date, improve structure, add new content, and create specific instructional videos.
• Conduct training sessions for customers on basic product functionalities.
• Progress to more advanced training as expertise develops.

Qualifications

• Proven professional experience in customer success, market research, or similar role.
• Strong project management skills.
• Excellent professional communications skills, both written and verbal.
• Fluency in English and German.
• Affinity for data handling & data analysis.
• Analytical mindset with the ability to troubleshoot user-level technical issues.
• Ability to adapt to a dynamic work environment and learn new technologies.

Benefits

• Exciting growing product.
• Competitive salary.
• Quick and inclusive decision making.
• Capable, driven, and down-to-earth team.
• MacBook Air.
• Flexible working hours, and remote opportunity.
• Equity.