Customer Success Specialist

About us

3T helps tens of thousands of MongoDB developers and administrators with their everyday jobs by providing the finest MongoDB tools on the market. We guarantee the best compatibility with current and legacy releases of MongoDB, continue to deliver new features with every new software release, and provide high quality support. In 2019 we outgrew our original office and now have lots of room to grow in our brand new Berlin office. Our shared office language is English, with teammates from over 17 nationalities.

Our great new office location offers a host of benefits:

  • Located on the U8 line, a few minutes from the center
  • Regular free onsite fitness classes
  • Free onsite German lessons
  • Free drinks and snacks

About the Role

This is a great opportunity to join a busy technology marketing-and-sales team and to share and grow your knowledge and skills in cultivating memorable positive customer engagements. The role is primarily focused on ensuring our users are getting the most from our products, helping to solve customer problems and developing our crucial UX feedback program. We also hope to benefit from your insights across the whole range of marketing that we do. We value ideas and execution, and of those, execution rules!

What You’ll Do

  • Work collaboratively with marketing, development, and sales to understand real customer needs pre and post-acquisition
  • Provide first-line support to customers, triaging enquiries, including feature requests, licensing issues, technical troubleshooting, and liaising with the second line of support
  • Promote deeper and wider adoption of 3T products by highlighting feature opportunities, winning use cases, and relevant strategies to customers
  • By distilling customer feedback from multiple sources, you’ll identify potential improvements to our products and help evolve our internal processes and further development of customer service
  • Organize, conduct, and collate data from regular UX testing of our products in order to provide feedback to the design and development team
  • Manage the primary customer feedback portal and collate data from users to contribute towards the product roadmap in development
  • Get customers engaged and involved as early as possible in product planning
  • Work directly with 3T customers to understand customer use cases, customer technology stacks and devise strategies to help our customers succeed in their initiatives
  • Contribute to the development of our products and product offers by providing user lifecycle feedback to development and customer success teams
  • Collaborate with the accounts teams to improve customer perception, adoption, and work through potential product concerns with the customer – pre and post adoption

Who You Are

  • Customer Obsessed: you are an internal champion for the customer. You’ll never let them down and won’t stop until the rest of the team sees the customer in the same light
  • Technical Adept: you are a big fan of technology, with the knowledge and common sense that can connect customer situations and problems with 3T tools, features and answers
  • Cross-Team Collaborator – you love to work across internal and external teams, at all levels, to ensure the customer voice gets heard and acted on
  • Influencer – people are different, and you know how to weight your pitch for the same idea to different people so everyone can get on board and see the shared value
  • Results Oriented: you get the most pleasure from successful execution of challenging plans and programs, especially when a customer recommendation makes it into production
  • Responder: you are skilled at issue management and handling customer expectations
  • Effective Communicator: you can deliver complex information in a confident, straightforward manner, carrying a diverse and argumentative audience with you
  • You have the resilience and tenacity of a mongoose. You don’t give up easily when others are hard to pin down

Required Experience 

  • Experience in delivering customer support for a rapidly developing technology platform and if you’ve also worked with a CRM, and/or enterprise database system, those are bonus points
  • History of liaising with and influencing product design and development teams
  • Either in development, testing, IT or a support setting, you can recount some great customer problem solving experiences in which you played a major role
  • While championing customer feedback, you’ve recognized that your own ideas also count, because of everyone in the room, you’re best placed to spot emerging themes and problems
  • Excellent written and verbal skills – native level English and an eagle eye for typos

What we offer

  • Very competitive salary
  • Responsibility and impact: Your work will have a major impact on the growth of the company and your opinions and ideas will be greatly appreciated (and requested!) at every step of the way
  • Room to grow within the company as we continue to expand
  • Flexibility: We offer very flexible work hours. Your cat is sick? Working from home goes without saying
  • Great environment: We have a great team with a great sense of humour (although, who wouldn’t say that about themselves, actually?) and we are based in Berlin – one of the most bustling and exciting cities in Europe
  • Participation in technology conferences, workshops, meetups and user-groups

Contact us now

If this sounds good to you, drop us a brief cover letter with your CV at jobs@studio3t.com. We look forward to hearing from you.