Customer Experience Strategist for Dynamic Transformation

vor 2 Wochen

Munich, Bayern, Deutschland Carly Vollzeit
Overview

As a Customer Experience Strategist at Carly, you'll play a pivotal role in driving dynamic transformation in customer satisfaction. Leveraging data-driven insights, you'll streamline workflows, optimize customer support processes, and champion a culture of continuous improvement.

Your expertise will set new benchmarks in customer success excellence and the Carly customer journey overall.

Salary

An attractive salary is offered to the successful candidate, ranging from $80,000 to $110,000 per annum, depending on experience.

Job Description

You will collaborate with various internal teams, including Marketing and Automotive, to foster a seamless and efficient workflow, ensuring an elevated customer experience.

Key responsibilities include:

  • Utilizing data-driven insights to make well-informed decisions, constantly evaluating customer success performance against established benchmarks.
  • Developing and executing strategies to reduce costs in customer success processes, while maintaining close oversight of all customer-related communication journeys, especially advanced technical customer support, internal and external.
  • Proactively identifying and addressing potential customer success risks to safeguard and enhance performance & reputation.
  • Diligently maintaining records and delivering comprehensive reports to lead management concerning customer success changes and advancements.
  • Assuming responsibility for customer-centric processes and employing technology quality key performance indicators (KPIs) to enhance the overall customer experience.
Required Skills and Qualifications

To excel in this role, you'll need:

  • 2+ years of proven experience in a Customer Success role or a similar Operations-facing position.
  • The ability to provide valuable feedback to your team, adjust your work based on quarterly feedback, and actively pursue additional insights for personal and team development.
  • Strong juggling skills to manage a busy workload, supporting and guiding other team members to keep things running smoothly.
  • A proactive approach to projects, guiding your peers, and tackling problems while seeking ways to improve and grow.
  • Excellent teamwork and communication skills to contribute to fostering a positive work environment while handling challenges.
  • Fluency in English; German is a nice-to-have.
Benefits

At Carly, you can expect:

  • An inclusive company culture and extremely motivated people.
  • High impact and responsibility in a very successful and fast-growing company and brand.
  • A strong management team with a proven track record in successful startups to learn from.
  • A competitive compensation package and 100% fully supported company equipment.
  • A high learning curve with opportunities for personal growth and professional development.
  • No walls, no limits, no bureaucracy just unlimited potential.
  • A stylish brand-new office in the heart of Munich with an amazing view of the Alps.
  • To learn more about our vibrant company culture, visit our Career & Culture page.

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