Customer Support and Customer Success Manager (m/w/d)

About Craftnote\n\nWith our innovative platform and direct line to our customers, we are revolutionizing the way craft businesses plan and execute their projects. Craftnote helps craftspeople save time and money by replacing paper documents and analog processes with digital workflows, thereby increasing the efficiency of their projects.\n\nOur goal is to digitize the processes in the construction industry... and also simplify them considerably. Because who wouldn't want to reduce administrative effort and have more time for the essentials?\n\nCraftnote is part of the Aceve group of companies -- together we are driving digitization and efficiency in the construction and craft industry in Europe and shaping the future of an entire industry.\n\nFor our team, we are looking for someone who will guide craft businesses into the exciting world of digitization. With us, you can bring your creative ideas to life and be part of the transformation of an entire industry.\n\nSo, what are you waiting for? Join us and let's shape the digital future of craftsmanship together!\n\n## Responsibilities\n\n* Easy Onboarding: You optimally prepare our customers for using Craftnote with webinars and training sessions (remote and on-site).\n* Shaping Customer Experiences: You analyze what our customers need and develop targeted measures -- such as personalized training, helpful content, or optimized processes.\n* Relationships That Count: You maintain and develop long-term, trusting relationships with our customers, becoming a valued point of contact on an equal footing.\n* Direct Exchange: You meet our (potential) customers in person at trade fairs and on-site training sessions, strengthening the bond through open conversations and helping them understand Craftnote.\n* With an Eye for Potential: In daily exchanges, you identify areas where our customers can work even more successfully with Craftnote -- and seize opportunities for upsell, cross-sell, or winning back lost customers.\n* Support with Heart: You answer questions via phone, email, or ticketing system (Zendesk) and provide support in using our software.\n\n## Qualifications\n\n* Customer Service Professional: You have previous experience in customer service -- ideally in onboarding and support -- and know how to engage, guide, and inspire people.\n* Passionate About Technology: You have a technical understanding and experience with systems like Salesforce and Zendesk.\n* Top-Notch Empathy: You understand customer needs and are communicative and persuasive.\n* Proactive and Team-Oriented: You work independently and enjoy actively contributing to team projects.\n* Linguistically Adept: You have very good German and good English language skills.\n\n## Benefits\n\n* Work-Life Balance: Flexible working hours and home office arrangements (3 office days per week), 30 days of vacation.\n* Solid Compensation: Unlimited employment contract with an attractive salary, subsidy for the BVG company ticket or your Urban Sports Club membership, and company pension plan.\n* Room for Teamwork: Great, light-filled office in Berlin Mitte for our hybrid meetings with ergonomic tables and chairs, as well as daylight lamps.\n* A Great Team: We are passionate about what we do and want you to be too: we believe in shared idea and decision-making.## Benefits\n\n* Pension Plan\n* Public Transport