Your mission
As a Customer Success Advisor (m/f/d), you will support our clients in deriving sustainable added value from their use of the BIC Platform. You will be the point of contact for technical queries relating to process management, governance and best practices, and will support our customers in the ongoing development of their BPM initiatives. In doing so, you will understand our customers’ requirements, identify opportunities for optimisation and, in collaboration with other specialist departments, develop sustainable solutions to ensure the successful use of our platform.
- Building and maintaining long-term customer relationships with a focus on customer satisfaction
- Providing technical support to our customers throughout the entire BIC Platform usage cycle
- Conducting regular Customer Success Reviews to ensure sustainable usage and value creation
- Supporting our customers in increasing adoption, acceptance and successful use of the platform
- Identifying opportunities for optimisation and expansion, and developing appropriate recommendations for the continued use of our solutions
- Planning, implementing and following up on enablement measures and consultancy sessions
- Coordinating and involving internal experts in relation to specialist, technical or organisational issues
- Systematically recording customer requirements and passing on feedback to product management, sales and other internal departments
Your profile
- A degree in Business Administration, Business Informatics, Process Management or a comparable qualification
- Professional experience in Customer Success Management, Consulting, Process Management or a comparable customer-focused role
- A sound understanding of business processes, process management methods and digital transformation projects
- A strong customer and service focus, as well as a passion for long-term collaboration with customers
- Strong analytical and conceptual thinking skills
- Ability to explain complex technical concepts clearly and to engage confidently with a range of stakeholders
- An independent, structured and solution-oriented approach to work
- Very good command of German and English
Why us?
- Challenging roles in a key position within the BPM Services division
- Support for personal development through, for example, internal or external training and mentoring
- Attractive employee benefits such as direct insurance and capital-forming benefits
- Bicycle leasing options and access to the Corporate Benefits platform
- Flexible working hours, flat hierarchies and a hybrid working model
- A highly motivated working environment and teamwork characterised by extensive knowledge sharing
- A modern, high-performance working environment and equipment
- Free drinks and coffee, and our own attractive office buildings with a gym and football pitch
- Regular staff training sessions in our in-house gym
