Customer Success Specialist – Level 3

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take full ownership of resolving intricate, high-value, and multi-order customer cases that have been escalated from Level 2 or directly referred by Sales/Key Account Management.

• Foster and maintain relationships with strategic and premier accounts, serving as a reliable point of contact for critical issues.

• Conduct thorough investigations into root causes across Manufacturing, Quality, Logistics, and Finance/Legal departments.

• Negotiate solutions that may involve credits, contractual concessions, or commercial commitments within your authorized limits.

• Oversee a portfolio of complex, high-stakes cases while ensuring a balance between commercial outcomes and customer satisfaction.

• Collaborate with Sales and Key Account Management regarding account health, renewal risks, and opportunities for expansion.

• Work alongside Finance/Legal on contractual terms, credit exposure, and risk evaluations.

• Act as a representative of Customer Success in cross-functional reviews concerning strategic accounts and significant incidents.

• Document intricate case resolutions for purposes of audits, governance, and knowledge sharing.

• Identify systemic risks or recurring challenges and recommend process or policy enhancements.

• Mentor Level 2 Specialists on commercial judgment and the management of complex cases.

⛳️ Requirements

• A minimum of 4 years of experience in customer success, customer support, key account management, or related commercial roles, with direct responsibility for large or complex accounts.

• Proven track record in negotiating commercial terms or high-value resolutions with customers or stakeholders.

• Experience in manufacturing, e-commerce, or B2B environments is highly advantageous.

• Strong negotiation abilities and confidence in discussing pricing, contracts, and risk management.

• Exceptional written and verbal communication skills in English, particularly when engaging with senior stakeholders.

• Proficiency in an additional European language is desirable.

• Sound judgment in managing ambiguous, high-stakes scenarios involving multiple stakeholders.

• Proficient in working with CRM/helpdesk platforms, contract/order management systems, and reporting tools.

• Remain composed and diplomatic under pressure, showcasing strong relationship management and cross-functional collaboration skills.

• Bachelor’s degree is required; a background in commercial, business, or technical/engineering fields is preferred.

🏝️ Benefits

• Commitment to equal opportunity employment.

• Flexible remote work arrangements.