Job Description

As a Customer Success and Account Manager at Nexxiot, you will serve as the primary point of contact for the customer accounts, ensuring exceptional service delivery while driving continuous process improvements. This role is designed for a proactive and customer-centric individual who can effectively manage client relationships, coordinate internal processes, and support our overall business strategy.

Your Responsibilities

• Serve as the primary point of contact for 30+ customer accounts, addressing contractual queries, new orders, and product-related inquiries.
• Conduct regular customer check-ins, including quarterly business reviews, to ensure satisfaction and proactively address any concerns.
• Process incoming sales orders, create order forms, and ensure accurate recording in Business Central (order management system)
• Coordinate with the logistics team to ensure timely and efficient delivery.
• Collaborate with the Head of Customer Success and the logistics team to improve the efficiency of order processing and RMA/replacement workflows.
• Drive initiatives aimed at streamlining internal processes and enhancing the customer experience.
• Develop and maintain FAQs, client communication guidelines, and other support materials to empower customers and boost self-service capabilities.
• Facilitate a smooth onboarding process for new customers, ensuring they become proficient users of our IoT solutions through targeted training and support.
• Align closely with Product Management to communicate customer feedback and with the Brand team to develop client-facing materials.

Your Profile

• Minimum of 3 years in a client-facing role within technical support, account management, or customer success, ideally in logistics, IT, or a related field.
• Experience with CRM software, MS Office products, and order management systems (e.g., Business Central).
• Familiarity with service desk tools and project management systems is a plus.
• Strong conceptual and analytical skills with the ability to identify opportunities for process improvement and optimize workflows.
• Excellent verbal and written communication skills in English and German, with the ability to effectively communicate with both technical and non-technical audiences.
• Demonstrated ability to build strong customer relationships and ensure high levels of customer satisfaction.