Customer Success Engineer - German speaking

JR United Kingdom; Aylesbury; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the IT sector is seeking a trusted support advocate to enhance customer satisfaction and resolve issues efficiently. The role involves collaborating with various teams, managing customer expectations, and demonstrating strong problem-solving skills. Ideal candidates will have over three years of experience in a customer-supporting IT environment and a commitment to continuous learning.

Qualifications

• 3+ years of applicable experience in a customer-supporting IT environment.
• Experience in supporting customers in medium to large enterprises.
• Strong problem-solving skills.

Responsibilities

• Work on issues raised by customers from creation to closure.
• Set and manage expectations with customers, including regular communications.
• Conduct remote sessions to quickly resolve and progress issues.

Skills

Customer-focused

Problem-solving

Communication

Job description

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Client:

Trellix

Location:

aylesbury, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

25.05.2025

Expiry Date:

09.07.2025

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Job Description:

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 eager to progress quickly
• A team player, able to build rapport and communicate effectively in a calm manner
• Ability to communicate complex issues at multiple levels, adjusting style and content to audience needs
• Strong problem-solving skills
• Proven success and progression in previous roles, demonstrated through personal development
• High standard of documentation for customer interactions
• Ability to work in a dynamic environment with multiple priorities
• Experience managing and resolving critical issues successfully
• Desire for continuous learning and building upon experience