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Customer Success Process Specialist (m/w/d)
Industry
Telecommunication
Areas
Customer Service
Marketing
Project info
- Period01.04.2025 - 30.06.2025
- Capacityfrom 95%
- Daily rate700 - 800€
- LocationMunich, Germany
- Languages
- German(Advanced),
- English(Advanced)
- German
- Remotefrom 95%
Description
A company is looking for support for a transformation program that reshapes the technical landscape and operating model to deliver a better customer experience, faster time-to-market and reduced costs. This will be achieved by developing and implementing new modern product catalog, order management, and CRM/CIM systems.
The goal of the project is to define business requirements in the new technology stack (Salesforce, Adobe), as well as to analyze, optimize and implement customer management processes in the target systems.
Main tasks:
- Consulting on the creation of business requirements in the new stack (Salesforce, Adobe) as part of the transformation.
- Analyzing the status quo in existing systems for customer management processes (contract renewals, cancellations, win-back, campaigns, loyalty processes) in the Salcus system.
- Identifying improvement options in the customer marketing processes and presenting proposals to management (directors, heads) in PowerPoint.
- Advising on the definition of target processes for customer marketing in the new target systems (Salesforce, Adobe).
- Reviewing the quality and performance of the customer marketing processes in the new Salesforce and Adobe systems and deriving recommendations for stakeholders such as the customer marketing team or directors.
- Reporting relevant metrics for customer marketing processes (churn, revenue, gross adds, NPS) in Excel.
- Documenting the customer marketing processes in Confluence and Jira.
Requirements
- Experience in defining business requirements within modern technology stacks such as Salesforce and Adobe.
- Knowledge of existing systems like Salcus and their analysis in terms of customer management processes.
- Ability to identify process optimization potential and create persuasive presentations for management levels.
- Expertise in defining target processes within new systems like Salesforce or Adobe.
- Experience with reporting relevant metrics such as churn or NPS and preparing them in Excel.
- Familiarity with tools like Confluence and Jira for documenting complex processes.
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