At a Glance
- Tasks: Support users of Cape.io's SaaS products and enhance customer experience.
- Company: Join a global tech leader revolutionising the advertising industry.
- Benefits: Competitive salary, flexible working, and clear career progression.
- Other info: Dynamic, diverse team with a focus on learning and collaboration.
- Why this job: Be part of a team shaping the future of advertising with innovative technology.
- Qualifications: Fluent in German and English, with a background in media communication or similar.
The predicted salary is between 30000 - 40000 £ per year.
About Cape.io
At Cape.io, we are a global technology company on a mission to eliminate the friction between creative and media. Cape.io is the first Intelligent Campaign Automation platform to unify the entire campaign lifecycle. By embedding AI and automated compliance from creative inception to activation, we empower brands to launch high-impact, compliant campaigns with unprecedented speed and intelligence.
Our platform is trusted by the world's top agencies and advertisers to control and distribute advertising content in over 100 countries. With over 230 employees across 21 offices—from London to the Americas, Europe, and Asia Pacific—we are fundamentally changing the way advertising works.
Company Vision and Mission
Making creative ad workflow collaboration easier. Simplifying and automating the end-to-end creative workflow — enabling our clients to deliver premium and relevant ad experiences to consumers.
Company Values
- Move smart: We combine speed with intelligence, turning complex challenges into automated solutions.
- Define tomorrow: Our mission demands unprecedented quality, security, and scale.
- Be better together: Success multiplies when shared through open collaboration and fierce support.
- Change what’s possible: Our technology exists to amplify creativity and remove barriers.
Overview of Role
The Customer Success Executive role is a vital part of the commercial organisation and will work closely on User Support as well as select sales and account management activities and onboard small new business accounts. You will provide day-to-day support for all users of Cape.io SaaS platforms and products.
With a customer centric focus you will also engage and empower clients to maximise the benefits and experience of Peach while encouraging self-serve. Liaising closely with various advertising stakeholders such as Creative Agencies, Media Agencies and Post Houses, as well as Broadcasters and Publishers you will provide excellent and measurable levels of Customer Success to ensure a high level of user experience to increase customer retention.
What you'll do
- First line support for users of Cape.io SaaS products and services, with a focus on our Advanced TV platform.
- Responsible for providing service to inbound customer inquiries that are service-related by providing information and solutions as well as troubleshooting.
- Receive and process inbound queries from clients via telephone, email and online chat function.
- Encourage and enable customers to self-serve.
- Maintain issue ownership, working through problem resolution, ensuring timely communication with the customers.
- Ensure issues are escalated to other technical departments in a timely manner as and when required.
- Real time monitoring of deliveries to broadcasters/publisher via Cape’s digital network ensure all deliveries complete successfully and within our service level agreements.
- Provide quality control check of digital files supplied by our clients.
- Liaise closely with cross departmental teams.
- Assist with select sales tasks as required.
- Onboarding of small new business accounts.
- Account management of all accounts between £1500- £4999 in value.
What you'll bring
- Media Communication Degree or similar experience or background.
- Experience of delivering Customer Success for SaaS service in a technology setting.
- Experience of the advertising/media industry.
- A proactive curiosity about AI developments within the media landscape.
- Working knowledge of Non Linear Editing software such as Premiere Pro.
- Working knowledge of encoding software and file formats.
- Willingness to integrate AI tools to enhance workflows and customer outcomes.
- Commercial awareness.
- Fluent oral and written German and English.
- Excellent support and troubleshooting skills.
- Strong interpersonal and communication skills.
- Ability to quickly build excellent relationships with managers, staff and external customers.
- Can do attitude and an ability to work under pressure.
- Strong numeracy skills.
- Highly organised, detail-oriented, and proactive.
- Team player.
- Strong IT literacy, including Google Suite.
- Understanding the business focus and requirements.
Why join Cape.io?
- Competitive salary and benefits package.
- Flexible and hybrid working arrangements.
- A culture of learning and development with a clear path for progression.
- A global, diverse, and collaborative team.
- The opportunity to work on a market-leading product that is defining the future of advertising.
Customer Success Executive (German Speaking) in Woking employer: Cape.io (formerly Peach)
Cape.io is an exceptional employer that champions innovation and collaboration within the advertising technology sector. With a competitive salary, flexible working arrangements, and a strong focus on employee development, we empower our team members to thrive in a diverse and supportive environment. Join us in shaping the future of advertising while enjoying meaningful growth opportunities and being part of a global community dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive (German Speaking) in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cape.io (formerly Peach). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cape.io (formerly Peach) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Executive (German Speaking) in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cape.io (formerly Peach):Your cover letter is your chance to shine! Tell us why you want to work at Cape.io (formerly Peach) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cape.io (formerly Peach)!
How to prepare for a job interview at Cape.io (formerly Peach)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
