Customer Success Manager - German market 🇩🇪

Job summary
Permanent contract
Belgrade
Salary: Not specified
Fully-remote
Skills & expertise
Generated content
Communication skills
Teamwork
Zendesk
Jira
Excel
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Qonto
Qonto

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Questions and answers about the job

The position

Job description

Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.


Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!


Our values:

Customer focus | Prioritize customers in everything you do

Ownership | Own your part, get things done

Teamwork | Make (team)work easy

Mastery | Continuously raise the bar

Integrity | Always do what’s right, and respect people


Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.


Discover the steps we took to create a discrimination-free hiring process.


The position is located in Belgrade, but also remote friendly anywhere from Serbia.


Join our Customer Care team of +100 people where you will manage a portfolio of German Qonto business customers. You will be fully dedicated to building long-term relationships with our German customers, resolving issues as they arise to ensure high customer satisfaction and improving our procedures and the way we work.


You will join a team of more than 10 people, led by Dimitrije. Together with the team, you'll be at the heart of account management, navigating the areas of account usage, security, and the finer points, such as bookkeeping and invoicing, all in order to reach or goal and provide the best and most reliable customer support there is


We are proud of our 4.6/5 customer satisfaction 🌟 and we always want to improve it! That's why we see our Customer care team as a strong asset in our mission to become the finance solution all businesses love.



👩‍💻🧑‍💻As a Customer Success Manager 🇩🇪 at Qonto, you will


Be a Qonto Ambassador! You will delight our German customers by providing sharp, quick technical support and guide them in using Qonto, answering all their questions via email and phone.


Be the voice of our customers: Customer Voice is precious to us, we use it in order to continuously improve our product and maintain the “WOW” effect that our customers love.


Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros, make feedback to Ops and Product teams etc.).


Take ownership. You will identify anomalies, optimize and set-up new ways of problem-solving and keep your colleagues up to date on all of this.



🤔 What you can expect


An interesting international environment with teammates from around the world

A supportive team that helps each other to be the best they can be

New ways of working and continuous improvement methods

Hands-on culture, take on responsibilities and decision-making.

• Option to work remotely anywhere from Serbia



🏅About You


• Experience: You have experience in customer support.

• Customer-centric: You show empathy and you are able to adapt your speech according to your customers' needs.

• Goal-oriented: You strive to achieve your daily targets.

• Communication skills: You have excellent oral and written skills.

• Mastery: You excel in using SaaS tools (Intercom, Zendesk, Jira).

• Languages: You are bilingual in German, and have a good level of English.



At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

🎁 Perks


A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.


- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;

- Tailor-made remote work policy depending on the job you apply for and where you live;

- Competitive salary package;

- A meal voucher;

- Public transportation reimbursement (part or global);

- A great health insurance (depending on the country);

- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;

- A progressive disability, and parenthood policy as part of our commitment to the Parental Act (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;

- Monthly team events.


💪 Our hiring process:


- Interviews with your Talent Acquisition Manager and future managers

- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like


We will send you an interview guide so you can best prepare yourself.

On average our process lasts 20 working days and offers usually follow within 48 hours 🤞


To learn more about us:

Qonto's Blog | Finextra | TechCrunch



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