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For Companies At a Glance
- Tasks: Support customers from issue creation to resolution while building strong relationships.
- Company: Join a dynamic tech company focused on delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and opportunities for personal growth.
- Why this job: Be part of a collaborative team making a real impact in customer success.
- Qualifications: 3+ years in customer support, fluent in English and German, strong problem-solving skills.
- Other info: Ideal for those eager to learn and thrive in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes.
About the role:
- Work on issues raised by customers from creation to closure
- Assess and understand the impact, severity and urgency of issues
- Provide support to customers and build rapport through relationship building
- Participate in escalation calls with internal and external audiences
- Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals
- Set and manage expectations with customers, including regular communications
- Conduct remote sessions to quickly resolve and progress issues
- Closely work with engineering and peers to accelerate solutions
- Identify data requirements and assist with data collection
About you:
- 3+ years of applicable experience in a customer-supporting IT environment
- Experience in supporting customers in medium to large enterprises
- Customer-focused, patient, flexible and a desire to progress quickly
- A team player, able to build rapport and get your point across in a calm manner
- Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience
- Strong problem-solving skills
- Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
- Document customer interactions to a high standard
- Able to work well in a dynamic environment with a sizeable workload and multiple priorities
- Experience successfully managing and resolving critical issues
- Demonstrates a desire for learning and the ability to retain and build upon experience
- Cloud/AI knowledge desirable
- Fluent in English and German
Customer Success Engineer - German speaking employer: Trellix
Contact Detail:
Trellix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Engineer - German speaking
✨Tip Number 1
Familiarise yourself with common customer support tools and platforms used in the IT industry. Being well-versed in these can give you an edge during interviews, as you'll be able to discuss how you've used them to enhance customer experiences.
✨Tip Number 2
Brush up on your technical knowledge related to cloud and AI technologies. Since these are desirable skills for the role, being able to speak confidently about them will show your commitment to the position and your ability to support customers effectively.
✨Tip Number 3
Prepare examples of how you've successfully managed and resolved critical issues in previous roles. Highlighting specific instances where you've improved customer satisfaction or streamlined processes can demonstrate your problem-solving skills and customer focus.
✨Tip Number 4
Practice your communication skills in both English and German. Since this role requires fluency in both languages, being able to articulate complex issues clearly in both will be crucial in building rapport with customers and colleagues alike.
We think you need these skills to ace Customer Success Engineer - German speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in IT environments. Emphasise your ability to manage and resolve critical issues, as well as any achievements in customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and your technical skills. Mention specific examples of how you've built rapport with customers and resolved complex issues in previous roles.
Showcase Language Proficiency: Since the role requires fluency in both English and German, ensure you mention your language skills prominently. If applicable, provide examples of how you've used these languages in a professional context.
Highlight Problem-Solving Skills: Demonstrate your strong problem-solving abilities by including specific instances where you've successfully navigated challenges in customer support. This will show your potential employer that you can handle the dynamic environment they offer.
How to prepare for a job interview at Trellix
✨Showcase Your Customer-Focused Mindset
As a Customer Success Engineer, your ability to build rapport with customers is crucial. Prepare examples of how you've successfully supported customers in the past, highlighting your patience and flexibility in resolving their issues.
✨Demonstrate Technical Proficiency
Be ready to discuss your technical skills and experience in an IT environment. Familiarise yourself with common issues faced by customers and be prepared to explain how you would approach solving them, especially in relation to cloud and AI technologies.
✨Communicate Clearly and Effectively
Since you'll need to communicate complex issues to various audiences, practice explaining technical concepts in simple terms. This will show your ability to adjust your communication style based on the audience's needs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage critical issues. Think of specific scenarios where you've had to prioritise tasks or handle escalations, and be ready to discuss the outcomes.
