INTRODUCTION TO THE COMPANY
Webtrekk is one of Europe’s market leaders for Customer Intelligence and Marketing Analytics. Since 2019, we are part of the marketing technology service provider, Mapp, and support marketers and data analysts in understanding and analyzing the behavior of their website and app users across all channels and help to utilize this information specifically for marketing purposes. Our solution, which is based on first- party data, ensures maximum data depth for our customers. We are headquartered in Berlin, Germany with offices in Italy, the United Kingdom, France, Poland, and the United States. More than 3,000 customers worldwide rely on our solutions – from old economy to digital pioneers.
DUTIES AND RESPONSIBILITIES
The Customer Advocacy Manager is a fully cross-functional role; touching on all aspects of the customer experience, from account management, project management, and technical support. You will handle front-line customer service and technical support and answer daily questions for Webtrekk’s pool customers. Training on the different applications to be supported along with internal tools will be provided.
•Solution, management and follow-up of front-line customer service questions about tool functionalities, analyses and reports and technical support tickets
•Management of company inquiries, contract and renewal questions on an international level
•Basic analysis of technical support requests and interface with IT department on bugs or complex issues, including ticket submission for customer and ensuring handling/resolution occurs
•Build a sustainable relationship between customers and Webtrekk; identify potential up-sell or cross-sell opportunities in close collaboration with our Account Management team.
•Creation and maintenance of customer service and technical support documentation
REQUIRED SKILLS AND EXPERIENCE
•Degree in marketing, advertising, communications, economics, computer science or engineering and at least 1 year of relevant experience in a similar customer facing role
•Strong service mentality and an independent and solution-oriented way of working
•Excellent analytical skills and proven experience with Analytics software and reporting.
•Strong communication skills and the ability to present complex facts in a written and verbally comprehensible manner.
•Very good knowledge of German and English.
•Basic knowledge of common web technologies (HTML, JavaScript, CSS)
•Experience in using technical support ticketing systems, Salesforce or Atlassian solutions would be an advantage
WHAT WE OFFER
•Prospect: We are a continuously growing team with experts in the most future-oriented fields of customer intelligence. We are dealing with real big data scenarios and data from various business models and industries. Apart from interesting tasks we offer you considerable freedom for your ideas and perspectives for the development of your professional skills.
•Team oriented atmosphere: Our culture embraces integrity, teamwork and innovation. Our employees value the friendly atmosphere that is the most powerful driver within our company.
•Goodies: Individual trainings, employee discounts, company tickets, team events, table soccer, fresh fruits and a sunny roof terrace.