The Role

As a Customer Onboarding Assistant you will play a pivotal role in ensuring a smooth and seamless onboarding experience for new customers. In this position, you will oversee the implementation, configuration, and rollout of CitNOW Group software products, whilst providing first and second-line support.

You will serve as the primary point of contact for customers during their onboarding journey, addressing software-related queries with expertise and efficiency. Additionally, you will collaborate closely with the sales and development teams to gather and relay customer feature requests, driving continuous improvement and innovation in our offerings.

Key responsibilities

• Successfully onboard new customers, acting as the key point of contact and maintaining high levels of effective communication
• Providing ongoing support throughout the onboarding process to existing customers to ensure they have full advantage of our solutions
• Ensuring a smooth handover of customers to Customer Success after the onboarding period
• Supporting the timely delivery of product configurations and rollouts
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
• Monitor customer health and take corrective action when a decline in engagement is identified
• Working closely together with the Sales and Technical Teams to further develop our solutions in the interests of our customers

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• Fluency in German with very good English skills
• Professional experience in Sales or Customer support for digital products and services
• Excellent analytical and problem-solving abilities, with the ability to work in a fast-paced environment