Customer Support Manager DACH (Key account)

ABOUT QUALIFYZE

Founded in September 2017, Qualifyze is the biggest 3rd party audit provider in the world. Qualifyze’s success builds on a one-of-a-kind digital audit platform that connects the most important stakeholders of the pharmaceutical industry: manufacturers, suppliers and auditors. With Qualifyze, customers can solve their audit demands 100% digitally and benefit from instant pricing and high quality audit reports. The goal is to grow into the most used audit marketplace in the world, while making supply chains more transparent and efficient. Therefore we are constantly looking for people to join our dynamic and multicultural team of well-educated and motivated professionals. If you want to be part of our success story, we would love to hear from you.

MAIN RESPONSIBILITIES

The role of the Customer Support manager is to establish long-lasting relationships with the biggest companies in the pharmaceutical industry. You will be their main point of contact, representing Qualifyze and our outstanding auditing concept, assuring the customer’s audit needs are taken care of by constant communication with our internal departments. Our objective is to provide excellent customer care and account management experience by always following up on customer requests and clarifying all after-sales-related questions that might come up after an audit has been sold. Additional responsibilities include the presentation of Qualifyze services and benefits, cross-functional cooperation between different teams, as well as support with financial and legal (contractual) administration.

You will join a small but steadily growing team of Customer Support Managers and be part of the Customer Sales Team with flat hierarchies.

HOW YOU WILL BECOME PART OF OUR SUCCESS STORY:

Establishing strong relationships with our existing customers is crucial for our long-term sales process and company success. Interaction with the team will be necessary to identify valuable opportunities and bind our customers to Qualifyze. A Customer Support Manager  should become a trusted support of the customer in relation to their audit management.

• Make sure our customer satisfaction and customer retention rate increases.

• Manage customer inquiries in a timely manner and communicate requests and insights across the teams.

• Accompany customer through the whole audit journey and collect their feedback to improve our services

• Understand customer internal structure/business model and build a close and personal relationship

• Proactively contact customers and anticipate needs (providing quarterly updates on audit status)

• Maintaining our CRM and data on our platform updated

• Work closely with the Operations and Quality team members to assure excellent service delivery

• Close cooperation with Marketing and Product development department

What you can expect from us:

• Be part of a Start-up redefining how supplier qualification in pharma will be done

• Innovative and fast-growing company with a strong emphasis on a positive intercultural environment and diverse culture

• An option to work from anywhere abroad for up to three months per year.

• International working environment characterized by flat hierarchies, a great company spirit and an open feedback culture

• Dynamic team who attach great importance to reliability, customer-oriented thinking, creativity, pragmatism, and open communication

• A competitive salary

• Modern co-working space in the heart of Barcelona (with the flexibility to work remotely)

• People empowerment, solving problems together, simplifying complexity and building a better tomorrow

• A Bachelor's or Master's degree in Business, Economics, or comparable diploma

• Ideally at least 3 years of experience in in Customer Attention / Customer Success Department

• You have native German language skills and you are fully fluent in English

• You have previous experience with customer attention in the DACH market

• You are equally comfortable working independently, and as a part of a team

• You have excellent verbal and written communication skills via phone, email and in meetings

• You are eager to improve relationship with a customer and proactively anticipate their needs

• You place a high value on customer-centricity and follow a client-first mentality

• Proficiency with Hubspot or other CRM software

• You are highly organized and dedicated to keeping track of customer information and managing follow-ups

• You like being hands-on and are eager to come up with new ideas/solutions

• Industry knowledge in pharma or chemistry is a plus