Hello Benjamin, how long have you been part of VIER?
Since September 1, 2022. It's crazy: new things often come up and yet many things are familiar: So the last almost 23 months have flown by!
You are a VIER Customer Success Manager - what does your day-to-day work look like?
I am the first point of contact for our existing VIER customers and receive many exciting inquiries of varying complexity in my day-to-day work. This definitely requires a lot of tactfulness and sensitivity in interpersonal communication – for example with our customer contacts, when prioritizing requests and when managing complex projects. To ensure that all of this is successful, I hold regular meetings with my customers, where we update each other on new solutions and services and discuss important sales issues. I am very happy that not only digital meetings take place, but that face-to-face workshops and appointments at my customers' locations are also possible.
What skills or experience from previous jobs help you in your work?
Empathy and strong communication skills help me a lot in dealing with the wide range of inquiries from my personal contacts at the customer's end and selecting the most suitable solution from our portfolio. I know which questions need to be asked in order to work out the requirements in the best possible way. This is important in order to find the best possible solution. In the end, this results in a happy customer, a satisfied agent and positive customer contact, whether on the phone, in chat, by email or in a bot dialog. And when things get stressful, my resilience and good organizational skills help me. I use my experience from previous jobs in customer care, in service centers at cooperative banks and in consulting teams to keep track of the many inquiries.
What do you particularly like about your job?
The varied tasks and requests make the job really exciting. No two days are the same, despite the regularity of fixed office hours, meetings and exchanges with colleagues. The very good customer feedback on our collaboration also gives me a good feeling and motivates me every day to continue to meet this standard. And in my job as Customer Success Manager, I can also work remotely – I really appreciate this high degree of freedom in my day-to-day work!
How do you feel about the phrase “A good deed every day”?
This is a resolution that I try to keep as often as possible. It can be small good deeds or sometimes a bigger one. And I don't just apply this to my work at VIER, but also to my private life!
Author: Susanne Feldt