Customer Success Manager

vor 7 Monaten

Zurich, Schweiz Fidectus Vollzeit

Fidectus is a Swiss-based energy tech company founded in early 2019. We enable energy traders of all sizes to digitize and automate over-the-counter cross-company post-trade processing. Our Global Energy Network (GEN) connects our clients to all market participants and enables them to benefit from tools for confirmation, regulatory reporting, settlement, netting, financing, and payment. Our innovative, fully cloud-based technology provides energy traders with tools to reduce their operational risk and cost, improve their collaboration, and let them improve their working capital.

**Your Mission**:
As a Customer Success Manager, you will be responsible for working directly with Fidectus customers, across all product lines and all customer channels. You will partner with our customers to successfully onboard them, to understand their needs, to resolve issues and help them build familiarity with, and effectively use, a variety of tools within GEN. You will strive to deliver a human centred, helpful and consultative support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.

**Your Responsibilities - What you will do**:

- Find and diagnose software issues to fix and improve the product experience for our customers.
- Utilise the full potential of internal resources and tools to learn and adapt to a growing product.
- Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, collaborating with customers with their overall GEN experience in mind that help their businesses.
- Create educational, support material, and blog posts, hold trainings and demos for clients.
- Collaborate with product, marketing and sales to retain and grow customers on our platform.
- Be a role model and a trusted advisor by showcasing Fidectus values and a customer centric approach in every customer interaction.

**Your profile - What you will need**:

- Fluent in English and German.
- Bachelor's or Master's degree in computer science or a related field (or equivalent experience).
- Initiative-taking, always curious, and consistently eager to learn, with a growth mindset.
- Performance orientation and showing a strong customer first mentality by providing high quality service to a number of customers daily.
- Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer.
- Looking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role.
- Ability to understand and use documented knowledge, as well as utilise current and emerging technologies to provide best in class client support.
- Motivation by building technical skills and getting in-depth knowledge about our product and related technical concepts.
- Experience in writing clear, concise, and comprehensive.

**Our offer - What you will get**:

- A supportive, persistent, driven, entrepreneurial, and fun culture.
- A growing, ambitious company with flat hierarchies.
- Modern office space in the heart of Zürich.
- A diverse, international team of talents - everybody has an impact.
- Great opportunities to gain experience and develop your career.
- Mentoring and professional development as you learn complex skills in a complex industry.
- High autonomy in a hybrid work arrangement.

**#LI-Remote

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