Customer success agent Jobs in Röhrmoos

What Zoovu Does

Zoovu has really taken off this year! As an award-winning leader in Conversational Search, we�re 180 employees strong and fast-growing. With 8 office locations worldwide, we have the advantage to tackle a vast variety of industries including : consumer electronics; health and beauty; manufacturing and telecommunications, delivering exceptional value to our clients. Since the release of our platform, Zoovu has partnered with premium Fortune 100 brands, serving over 60 million consumers a year. More than 500 brands and 1000�s of retailers have made Zoovu the standard SaaS platform to build and manage digital assistants in-store and online.

In this role , you will leverage your combined technical and functional expertise to manage the ongoing relationship with your assigned accounts throughout the entire customer lifecycle. You will collaborate closely with the Customer Success team and other account teams.

As a trusted advisor , you will not only understand the customer's technical environment but also translate Zoovu's product capabilities into tangible business value for them. You will define the Zoovu technology strategy for your customers, helping them unlock value from their use of the Zoovu platform. You will focus on driving value, retention, and adoption of Zoovu's products throughout the customer lifecycle. You will act as the technical liaison between Zoovu and your client's product and engineering teams. You will be responsible for understanding your customer's needs and proactively driving technical initiatives that help them achieve their business goals.

You will manage a portfolio of named accounts, typically classified as Enterprise or Strategic. These accounts typically have enterprise-level organizational structures and architectures, presenting unique geographical, scale, and complexity challenges.

This role offers an opportunity to leverage your experience as a product and implementation expert, business analyst, problem solver, and customer success professional. You will also need to possess a high level of product and technical competence to deliver impactful engagements that drive measurable results for some of Zoovu's most advanced customers.

What You�ll Do

• Leveraging your combined technical and functional expertise, you will manage the technical relationship for your assigned accounts, driving technical adoption, accelerated technical value, and continued technical maturity.
• Analyze customer business processes and workflows (e.g., in e-commerce, product search and discovery) to identify opportunities to optimize their use of Zoovu products and achieve their business goals.
• Help customers successfully implement Zoovu across their stack and refine that implementation over time as their use of Zoovu matures and becomes even more valuable, contributing to renewals and upsells.
• Collaborate with the presales team to facilitate technical architecture specifications based on the customer's use case, existing architecture, and desired outcomes.
• Create a Statement of Work (SOW) that captures the effort required to deliver the use case as defined.
• Facilitate project definition and success criteria alongside the Center of Excellence.
• Hold the customer and Center of Excellence team accountable for delivery against the SOW (sprint demo signoff).
• Facilitate conversations regarding the customers' desired use cases, conduct discovery, and recommend solutions based on their unique needs and architecture, considering best practices in e-commerce, especially those related to product search and discovery.
• Support and advocate for day-to-day inquiries and requests to support optimization and value through the customer lifecycle.
• Empower customer product and engineering teams to use your product independently and efficiently as possible. Communicate with customers and internal teams to explain products and solutions by delivering enablement and education.
• Adopt governance practices such as creating solutions documentation and building architectural diagrams. Drive progress against key technical work streams through project management.
• Instill best practices and engineering excellence among your customer portfolio by validating product use cases and technical feasibility for product launch, and translating the customers' unique requirements to Zoovu's Product team.
• Shape the technical roadmap for customers to align Zoovu solutions with the customer's roadmap.

Who You Are

• You have 3-5 years of experience in a customer-facing role where you leveraged either : Technical expertise : Experience in software engineering, solution architecture, or a similar technical field. Product / Business Expertise : Experience as a business analyst with a strong understanding of e-commerce processes and best practices.
• You have a strong understanding of e-commerce platforms and technologies, including experience with e-commerce frameworks / technologies (e.g., personalization engines, headless commerce) and how they can be optimized using Zoovu products.
• You are familiar with e-commerce ecosystem solutions such as search, configurators, CPQ, etc.
• You are an excellent communicator (written and verbal), with demonstrably strong customer communication and coordination skills. You have the ability to take complex technical ideas and translate them to non-technical stakeholders.
• You are a natural problem solver with a high level of intellectual curiosity and enjoy working with a team to solve complex problems.
• You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure in a fast-paced, complex, and collaborative environment.
• Bilingual skills beyond English are a plus, as they would facilitate communication with our global customer base in their native language. However, this is not a requirement for the role.