Customer Success Officer / Service Project Manager

Fleetback is developing SaaS products for the automotive industry (https://www.fleetback.com) for car dealerships sales and after sales services. Our objective: help car dealerships in their digital transformation journey by developing high business value product with a strong focus on quality and user experience.

It comprises mobile, web and Kiosk applications and it is cloud-based.

To reinforce the Fleetback team and sustain our growth, we are looking for a Customer Success Officer / Service Project Manager (m/f) that will manage everything related to the planning, delivery and roll-out of our self-service kiosks as well as the relationship with the hardware manufacturer.

Profile that will be considered:

• You have a perfect command of German, fluent in English
• You have existing experience in project management
• You have extensive knowledge of the automotive sector, and/or a previous experience working for an automotive software editor
• You are rigorous and have a solution-oriented mind-set

You will be responsible for:

• Following-up of clients and their needs
• Ensuring the implementation of adapted actions to fullfil those needs : training, e-learning, etc.
• Managing the planning of the orders
• Helping customers on the pre-delivery process
• Handling the transports
• Handling post-delivery onboarding up to configuration
• Interacting with the Fleetback development team for initial configuration
• Testing the kiosk with the customer once configured
• Handling discussions with hardware manufacturer
• Handling the certification of the kiosk
• Bringing ideas for a better hardware product (kiosk) – (in terms of costs, reliability, user experience, etc), elaborating specifications
• Creating and maintaining kiosk documentation (manual, guides, internal procedures, customer Procedures, videos...)
• Overseeing the person offering technical support on the kiosk
• Asking and following up on improvements of the kiosk on manufacturer side
• Putting in place and monitoring SLAs with hardware manufacturer
• Optimizing day-to-day activities and streamlining workflows to enhance profitability

More about you:

• You have abilities to build consensus and relationships among employees, partners, and customers
• You are at ease with client relationships and able to manage disagreements with best professional attitude
• You hold a bachelor’s degree or an equivalent qualification with at least 4+ years of experience