Customer Success Specialist

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Customer Success Specialist

Are you that person that gets the business but also loves software technology? Are you that pivotal player who is able to operate on the verge between our tech teams and the beautiful brands we are proud to call our customers? We are looking for a Customer Success Specialist - with ideally 1-2 years experience in customer success, project management or account management - who helps our customers become successful using our technology.

FULL-TIME · STATIONSPLEIN 32, 3511 ED UTRECHT

About the role

  • You provide 'tier 1' support to our clients and provide troubleshooting via phone, web-based tools, Slack and emails and work directly with internal development teams to solve the issues. Sometimes customers will report critical issues. You own the issues, align the relevant stakeholders in the organization and makes sure critical issues are resolved within the right timeframe.
  • Within the support team you make sure the tickets on our project board represent all tasks required to fix a certain problem. You ensure the quality of the tickets in terms of acceptance criteria, problem statements and other descriptions. You keep track of client requests that might influence the platform backlog and you are able to translate these requests into user stories.
  • You make quotations for clients when they request a change in the app and you make sure everyone in the team follows the right procedures for writing hours.
  • You know how to optimize your support process - for instance by translating FAQ’s into articles for our Knowledge Base - in a way that we can guarantee a response time of less than 4 hours. 
  • You make sure our clients stay up-to-date with our biweekly platform releases and you are able to answer all the questions regarding the what, why & how in face-to-face meetings and phone calls.

About you

  • With your excellent communication- and writing skills, you are able to create content that helps our support scale. Think of instruction video's or articles for our Knowledge Base.
  • You are someone who enjoys talking to developers to discuss client requests, while you are also able to zoom out and have the project overview. You are curious and have the desire to understand how things work. You understand the functional aspects of our platform well enough to be able to take part in a technical discussion.
  • Collaborating with both the Highstreet- and client team gives you lots of energy. You are good at keeping track of issues and are focussed on making progress. In this role it’s absolutely critical that you make sure that you can deliver what you promise. You are excellent at managing expectations both internally and externally.
  • Responsiveness is one of the pillars of being a great counterpart for a customer. You want to deliver, meet and exceed the customer’s needs, while at the same time being able to push back and defend platform choices that we have made. Although you understand that responsiveness is key, you don’t jump into solutions right away. You always take the time to read or understand customers request thoroughly and you use your excellent communication skills for that.
  • You have strong problem-solving capabilities and are able to adapt to new processes and procedures quickly while dealing with many varied requests. You take initiatives, have a high sense of responsibility and are self-starting. When pinpointing a problem, you always propose a solution. You're highly self-motivated and you show an eagerness to learn as much as you can, so pretty soon you know more about the platform capabilities than anyone else at Highstreet.

Benefits

From our stylish office, a minute from the tracks at Utrecht Centraal Station, to our flexible holidays and monthly team drinks, we do everything to make sure you can work comfortably and balanced at Highstreet.

  • Daily a subsidised fresh and healthy lunch (salads, rolls, hot snacks) with the team
  • Well equipped office with standing desks; unlimited tea, lattes, snacks, sparkling water and the likes
  • Weekly Team drinks
  • Quarterly Team activities
  • Flexible Hours
  • Parental Leave (2 weeks paid leave for partners)
  • Pension Plan

Does this sound like a perfect match?

We are proud of our wonderful product and believe it has lots of potential. We are growing fast and have fun while building our platform and company. If this sounds good to you, please apply!