As Adia's Customer Success Manager you will be part of the Swiss team based in Zurich and reporting to the Head of Operations. Our Customer Success team is at the heart of our daily operations: acting as the first point of contact for both businesses & workers and striving to delight our users every day. Being part of this team, you will play a key role in contributing to the company’s overall goal. Your role is to facilitate a seamless user experience along the user lifecycle and to always be there to help our customers - from on-boarding until retention. You are responsible for providing a smooth onboarding process, for fulfilling client orders every day and for providing excellent customer service. You’re a great team player with a customer-centric and product-focused approach to your work. You thrive in a high-energy and competitive environment and LOVE finding solutions to our user’s problems. You understand that getting things done is your key to success. You will: •Own the on-boarding of new businesses and workers •Gain a deep understanding of habits and preferences of our users to improve operational processes and to expand usage and adoption of our product •Provide technical user support and user education to increase adoption •Follow on-boarding policies consistently and comply with regulatory requirements •Central point of contact, foster user interaction across multiple channels (chat, calls, e-mail) •Ensure the successful fulfillment of client orders every day, incl. troubleshooting •Grow recurring client revenues by re-engaging with clients, up-selling with new features and reducing churn risk •Process and respond to all client and worker queries in high quality and a timely manner •Collaborate with our Sales and Product teams to troubleshoot problems, improve processes and ensure user’s happiness •Analyze order data, identify trends and derive methods to improve customer experience •Deliver on agreed KPIs on a weekly basis How a day in your life could look like: •Having enjoyed your morning coffee, you check the fulfillment status of your assigned orders. You liaise with workers to make sure all is ready for them to go to a job and engage with your customers for any status updates. •Then, a worker calls to notify you he is sick and won’t be able to attend a shift – troubleshooting time for you! You inform your customer and immediately search and find an available replacement to keep her happy. •You check your calendar and it is already time for a scheduled on-boarding of a new customer. Time to shine now: walk the client through the ordering process, assure he’s got all information at hand to hire hourly workers and achieve the customer remembers you as the positive and friendly face of Adia. •While finishing up your on-boarding call, another new customer is facing some difficulties approving time sheets and rating workers. You follow up immediately and explain how the feature works and how easily the process can be managed in the app. •You continue to manage other support queries after our lunch break and take your turn in liaising with chat requests. Since a product-related question is popping up several times, you briefly summarize your idea for an improvement in the on-boarding process and send it over to your Product colleagues. •In the afternoon, you receive a notification that a customer of yours has been inactive for a while. You re-engage by phone to check whether any support is required and to introduce the latest features. Well done, the client placed a new order for next week thanks to your help! •Before leaving the office, you check again the progress on your order fulfillment and you notice that one customer has not hired any available candidate yet for a job starting tomorrow. You quickly touch base and the client asks to hire on his behalf. You’ve just delighted another customer with your proactive support. Requirements: •First related experience required. This can include: B2B or B2C customer success, customer service in Retail or HR Tech, operations specialist with SaaS, CRM or HR Tech company •Hands-on experience in HR, hospitality, retail & logistic industry is an advantage •Result-driven and hard-working mindset, high attention to detail •Strong organizational and interpersonal skills •Ability to prioritize tasks and remain calm and effective under pressure •Knowledge of CRM and help desk/ticketing tools is preferred •Excellent German, French is an advantage •Tech aptitude and excitement for digital services •Willingness to work hard and build something great, incl. occasional weekend rota Starting date: ASAP