You manage customer interactions and ensure satisfaction by addressing queries and providing tailored solutions. Your role involves building relationships, engaging with the community, and offering feedback for continuous improvement.
Anforderungen
- •Proficient in German and English
- •Work experience in customer support or sales
- •Effective communication and active listening skills
- •Completed Bachelor’s degree
- •Genuinely care about providing exceptional service
- •Passionate about open-source software
- •Enjoy working in a remote-first team
Deine Aufgaben
- •Serve as the first point of contact for users.
- •Handle customer queries via CRM and phone.
- •Identify and tailor solutions to user needs.
- •Ensure timely responses and suggest best practices.
- •Build strong relationships with high-value customers.
- •Conduct regular check-ins to manage churn risk.
- •Monitor and address community questions and requests.
- •Engage with the OpenProject community in forums.
- •Provide feedback to product and engineering teams.
- •Collaborate with teams to identify improvement areas.
Deine Vorteile
Purpose-driven role
Exciting global clients
Supportive team environment
Remote-first work setup
Impact on customer success
Agile startup culture
Original Beschreibung
## Customer Success Manager
Join us as a Customer Success Manager and help shape the future of open-source project management.
To support our growing community, we’re looking for a passionate **Customer Success Manager** who loves working with people, building strong customer relationships, and ensuring our users have an exceptional experience with OpenProject while being tech-savvy.
**Your Mission**
As a Customer Success Manager at OpenProject, you'll be the crucial **first point of contact** for our users, ensuring their success and satisfaction. You’ll handle all customer queries, build strong relationships, and contribute to our thriving open-source community.
* **Be the trusted guide:** Be the first point of contact for our users, expertly handling all customer queries via CRM and phone, covering everything from product features and technical issues to billing.
* **Ensure user satisfaction:** Identify and tailor solutions to individual needs, ensure timely responses, and suggest best practices to help users get the most out of OpenProject.
* **Cultivate relationships:** Build strong, long-term relationships with high-value customers through regular check-ins, identifying opportunities for upsells or cross-sells, and proactively managing churn risk.
* **Engage the community:** Monitor and address community questions and requests, actively interacting with the OpenProject community primarily through forums and within the software itself.
* **Drive continuous improvement:** Provide valuable feedback to our product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement.
**You’re a great fit for this role if...**
* You are **proficient in both German (native/professional level) and English (professional level)**, both written and verbal – additional languages like French or Spanish are a big bonus.
* You have **work experience**, ideally within customer support, sales, and/or finance at a tech company.
* You possess **effective communication and active listening skills** to deliver a best-in-class experience for existing and potential users.
* You have completed your **Bachelor’s degree** – the subject doesn't matter as long as you are **tech-savvy**.
* You genuinely **care about providing exceptional service** to clients and users.
* You're passionate about open-source software and want to be part of a mission-driven company that promotes transparency and collaboration.
* You enjoy working in a remote-first team with a high degree of autonomy and flexibility.
**What’s in it for you?**
* A purpose-driven role in an open-source company that truly values transparency and collaboration.
* The chance to work with exciting clients from around the world – from public institutions and NGOs to innovative corporates.
* A growing, experienced team that loves learning from each other and values a supportive and positive work environment.
* A remote-first work setup with full flexibility and work-life balance.
* The opportunity to have a real impact on the success of our customers and the future development of OpenProject.
* A scaling company with the agility of a startup.