Customer Success Manager (STM / Special Interest publishers)

Customer Success Manager – (STM / Special Interest Publishers)

We are hiring at Klopotek for a Customer Success Manager – (STM / Special Interest Publishers) to join our growing team in Germany!

The successful Customer Success Manager will be part of our dedicated and highly motivated Customer Success team; you will act as a central point of contact and source of expert advice for our customers in the field of STM (Science, Technology, Medicine) and Special Interest publishing regarding their commercial inquiries, orders, issues, and maintenance and license questions, including making offers and promoting new projects to them.

Publishers bring stories, new perspectives, knowledge, and exchange to our society. As different as they are, they have a lot in common: in the background, products are planned and calculated, rights are clarified, contracts are concluded with authors, translators and illustrators are involved, distribution channels are used, appearances at events are planned, and so on and so forth. What's more, it's not easy for many people to manage all of this for digital titles and content elements, new channels, small-scale products and changing target groups.

Our software and apps help with this, and we also see it as our job to see developments earlier than others and help publishers to always be up to date. Without employees who live this and contribute to it, we will not be able to meet these demands. That is why we are looking for a for our office in Berlin as soon as possible.

With Klopotek, publishers have everything they need for their work at their fingertips: innovative, interactive apps and a direct line to people with inspiring ideas. Become a part of it!

More than 14,500 users worldwide use our software every day - with your work, you make sure that other people can work better. You can organize your work and working hours with us flexibly. We are always open to your ideas for further development.

Here is a little insight into our company: Klopotek is the world's leading publishing software provider with many years of experience in delivering cutting-edge solutions to our ever-growing customer base. Many of the world's largest publishing groups are Klopotek customers because they know they can rely on our powerful and flexible software to meet current and future challenges. If you enjoy supporting and inspiring modern publishing and media companies in their digital transformation through the development and delivery of innovative technologies and services, you've come to the right place. Klopotek was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operating arm of Valsoft Corp., operates and manages Valsoft's global portfolio of wholly-owned software companies that provide mission-critical solutions across multiple industries. By implementing industry best practices, Aspire provides a timely integration process, and the use of a decentralized model has enabled the company to achieve rapid growth through reinvestment in its portfolio.

The successful candidate can be anywhere within commutable distance of our office in Berlin, working in a hybrid work model!

What your day will look like:

• Acting as the first point of contact for our customers regarding any questions or issues with their current Klopotek system and its current functional scope, incl. ongoing projects; providing consulting and being open to stepping in to help resolve major issues and becoming aware of sales cases/opportunities with the customers and supporting our Sales department in making them happen
• Forwarding orders requested by customers to the right person; initializing change requests from and configuration changes (planned & ad-hoc) for customers internally
• Keeping an overview of tickets (support requests) created by customers and tracking important 'prio 1' tickets; forwarding high-level topics to our Ops team; coordinating requests from individual customers with others and the general maintenance schedule
• Monitoring the status of very important tickets to ensure that the contractual SLAs are being complied with (for Technical Application Mgt / Functional Application Mgt / Hosting customers)
• Addressing invoicing issues to ensure that payments are received in due time
• Organizing regular meetings with key counterparts from our customers at different levels and with other team members to maintain and raise awareness for major developments/issues/opportunities
• Creating, sending, and discussing reports on the issue management and resolving progress; monthly cost unit control and release
• Coordinating and supporting software implementations, updates, and upgrades at the customer's end (on-premise and Private Cloud) – some travel necessary
• Assisting people in other departments with your specific knowledge

About You:

• You have completed an education relevant to this position (e.g., Bachelor's degree in Business Studies, IT, Project Management, or a related field); you have practical problem-solving skills
• A proven record of managing customer relationships; it is vital that you have a strong customer-oriented mindset
• Your approach to work is analytical, efficient, flexible, and customer-oriented
• An open-minded person and a team player
• It would be great if you have some knowledge of Trade publishing and the challenges this market segment is facing, especially in the context of ERP system management
• Previous experience in a customer service or support role is desirable, particularly within the tech or publishing sectors
• At least a professional level of German and English is essential
• Legally authorized to work in German

Business travel: It is important that you are willing to make short-term trips to Germany and other regions of Europe!

Join us – together, we can achieve more!

Your benefits of working with us:

• Flat hierarchies and a good atmosphere with a high level of collegiality
• Excellent work-life-balance: flexible working hours and the option to (partly) work from home; you will have the opportunity to visit and work from our other offices occasionally
• Training tailored to your individual needs
• Benefits/contribution to commuting costs/pension scheme

For more information about Klopotek, please visit our website at www.klopotek.com

We thank all applicants for their interest; however, only those selected for an interview will be contacted.