Customer Success Manager (German Speaking)

Swytch is changing the way we move. We fundamentally believe that transport shouldn't cost the Earth - so we've made it our mission to make electric transport accessible to everyone.

Founded in 2017, Swytch is the world's most popular e-bike conversion kit, and the UK's leading e-bike product. Any bike can become a Swytch bike.

Founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma, Swytch is a close-knit team dedicated to creating low carbon transport solutions which are fun to use and good for the planet. We're now growing our team to keep up with the unprecedented demand for our technology. Join us and to be part of the electric transport revolution. 

In this role you'll be growing our retail customer base through excellent onboarding, sales, and relationship management across UK, EU and US through working closely with the business development and customer service teams.

Requirements

Key Responsibilities:

Customer Relationship Management:
o Build and maintain strong, long-lasting relationships with retail customers
across UK, Europe and Asia.

o Serve as the primary point of contact and trusted advisor for retail customers.
o Understand customer needs, objectives, and challenges to provide tailored
solutions.

Onboarding and Implementation:
o Guide customers through the Swytch onboarding process, ensuring a smooth
and successful implementation and full knowledge of our products.
o Conduct training sessions and product demonstrations to help customers fully
utilize the product features.
o Set up customer accounts using our systems and processes.

Customer Retention and Growth:
o Monitor customer health and proactively address any issues or concerns.
identify opportunities for account growth and work to expand product sales
within existing accounts.
o Develop and execute account plans to meet customer retention and expansion
goals.

Customer Advocacy:
o Represent the voice of the customer within the company, providing feedback
to internal teams.
o Work inter-departmentally to develop systems and processes to help the retail
customer experience.

Performance Metrics and Reporting:
o Track and report on key customer success metrics, such as customer sales, end
sales, product adoption and more.
oPrepare and present regular reports on the status of customer accounts.

Continuous Improvement:
o Stay updated on industry trends and best practices in customer success and
sales.
o Work with your manager to identify your own areas of continuous learning
and improvement

Experience:
o Fluent German speaker as one of our key markets for growth is Germany.

o Proven experience in customer success, account management, or a related
field.

Skills:
o Excellent interpersonal and communication skills.
o Strong problem-solving and critical thinking abilities.
o Proficiency in customer success management software and CRM tools.
o Ability to work independently and collaboratively in a fast-paced
environment.

Personal Attributes:
o Customer-centric mindset with a passion for helping customers succeed.
o Strong commercial mind, thinking of the numbers behind the decisions at all
times.
o Strong organisational skills and attention to detail.
o Ability to manage multiple priorities and meet deadlines in continually
changing landscape.

Our Interview Process:
1.     Video screening with a Talent Team Member
2.     Video interview with the hiring managers
3.     Face to face interview with 2 panel members (London).

Benefits

Rewarding salary - £40kpa

Open and transparent company culture giving every employee direct access to our founders

Health and dental cash plan

Gym discounts

Employee Assistance Program

Uncapped holiday

Your very own Swytch kit!

Regular all company away-days