Customer Success Agent Zurich, Switzerland

Nexxiot AG; Zürich; On-site; CHF 85,000 - 110,000; Full time

Job summary

Nexxiot, based in Zurich, is expanding its customer-facing team. As Customer Support Specialist, you will be the first point of contact for clients and the internal voice of the customer, combining product knowledge with a client-first mindset to ensure adoption and lasting value.

You will enable clients to use the solution, manage stakeholders, track timelines and service levels, and translate feedback into actionable insights with product and commercial teams.

Qualifications

• Client-facing role with strong communication skills.
• Experience coordinating with product and commercial teams.
• Ability to translate client feedback into actionable insights.
• Proactive approach to stakeholder management and problem solving.

Responsibilities

• Enable clients to use Nexxiot solutions and maximize value.
• Coordinate across product and commercial teams to meet timelines and SLAs.
• Funnel client feedback into actionable use cases for product.
• Provide first-class client support with reliability and engagement.
• Onboard new clients and ensure full adoption of the solution.
• Transparently communicate with internal teams to improve the customer experience.
• Manage stakeholders across levels to maintain service levels.

Skills

Client-facing

Stakeholder mgmt

Analytical thinking

Proactivity

Empathy

Education

Bachelor's degree in relevant field

Tools

CRM software

Jira

Zoho

MS Office

Job description

Nexxiot is digitalizing freight asset management with technology that now oversees the world’s most extensive network of connected intermodal containers and railcars.

Clients gain access to unparalleled real-time data, which streamlines fleet management and automates logistics processes. Nexxiot devices, built for resilience, withstand extreme conditions and provide long-term, detailed insights into cargo events, including impacts, delays, safety and security incidents, and loading activities.

Based in Zurich, Switzerland, Nexxiot’s influence extends globally. Our team, comprised of industry experts, operates from offices in Europe and North America and maintains a presence in a majority of depots, ports, and rail yards.

To learn more about how Nexxiot is leading the value generation for the rail industry, please visit www.nexxiot.com.

As Customer Support Specialist / CSS Agent, you are the first point of contact for Nexxiot's clients and the internal voice of the customer. You combine deep product knowledge with a client-first mindset to ensure our solutions are adopted effectively and deliver lasting value.

Your Responsibilities

• Contribute actively by enabling clients to use our solution and make sure it is harnessed to full advantage.
• Managing internal and external stakeholders; you drive progress and make sure timelines and service levels are met across product layers and along the client lifecycle.
• Failing forward means continuously learn and analyzing client’s needs, funnel client feedback, using cases and opportunities, and working closely with product owners and commercial owners to recommend and improve the most efficient way to ensure the end-to-end great customer experience.
• Providing first-class client support, placing heavy importance on reliability, client engagement, and success, and being a subject matter expert with extensive credibility.
• Guide clients through onboarding and ensure solutions are used to their full potential.
• Collect and funnel client feedback internally, translating it into actionable use cases and product insights.
• Coordinate across product and commercial teams to resolve issues and maintain service levels throughout the client lifecycle.

Your Profile

• You have a superior educational background, preferably in the fields of business administration, computer science or engineering for technical project managers
• Minimum three years of working experience as a client-facing project manager, ideally in logistics, information technology sector or in other relevant areas
• Natural self-starter, keen to take responsibility, proactive and pursuing your targets with passion, ambition and persistence
• Strong in conceptual and analytical thinking yet client oriented and very emphatic, able to understand client’s perspective in detail and derive tangible opportunities and business case
• Confident in managing stakeholders of all levels and have an intuitive sense for ownership
• Solid experience with CRM software, MS Office products and project management tools (ideally Jira & Zoho)
• You are fluent in English and have German C1 level