Customer Success - Account Manager*in | Scaling Phase

📌 Core Information

🔹 Job Title: Customer Success - Account Manager*in

🔹 Company: Matera GmbH

🔹 Location: Berlin, Berlin, Germany

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX), 💼 Account Management

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging with customers to provide exceptional support and consultation
• Collaborating on the development of Customer Success Department processes
• Implementing smart automation strategies for existing workflows
• Creating and maintaining a comprehensive knowledge base for common customer inquiries

ASSUMPTION: The term "scaling phase" indicates this role may involve rapidly adapting processes as the company grows its customer base, especially within the German market.

📋 Key Responsibilities

✅ Provide consultation and support to customers

✅ Collaborate with team members and the Country Manager to build out departmental processes

✅ Develop and implement process automation strategies

✅ Create a knowledge base for addressing recurring customer questions

ASSUMPTION: Responsibilities suggest a dynamic role that requires innovation in automating processes and building new systems from scratch.

🎯 Required Qualifications

Education: Not specified, likely open to various educational backgrounds given the emphasis on experience and skills.

Experience: Beneficial to have some experience in real estate, law, or accounting, but not necessarily required.

Required Skills:

• Creative problem-solving abilities
• Strong customer support and communication skills
• Team collaboration experience

Preferred Skills:

• Knowledge in real estate, legal, or accounting fields
• Bilingual proficiency in German and English

ASSUMPTION: Preferred skills indicate a value placed on diverse industry knowledge and language proficiency to better serve customers.

💰 Compensation & Benefits

Salary Range: €37,500-€45,000 plus attractive company equity options

Benefits:

• Discounted Urban Sports Club membership
• Lunch vouchers
• Monthly public transport subsidy

Working Hours: 40 hours per week, offering flexible hybrid options

ASSUMPTION: Compensation includes non-monetary benefits which are designed to enhance work-life balance and promote health and wellness.

📌 Applicant Insights

🔍 Company Context

Industry: Real Estate, with a focus on PropTech solutions

Company Size: 51-200 employees, indicating a mid-sized environment with potential for impactful contributions

Founded: 2017

Company Description:

• Matera enables co-owners to manage properties without professional property managers
• Significant market presence in France with ambitions for expansion in Germany
• Recently secured a significant funding round to support growth efforts

Company Specialties:

• Syndic management
• Co-propriété management
• Real estate and rental management

Company Website: https://www.matera.eu/fr

ASSUMPTION: The company's growth phase and funding indicate a dynamic and possibly rapidly changing work environment focused on innovation in the real estate sector.

📊 Role Analysis

Career Level: Entry to mid-level position, ideal for early-career professionals or those transitioning fields

Reporting Structure: Likely reports to Customer Success leadership and collaborates closely with the Country Manager

Work Arrangement: Hybrid, allowing flexibility between on-site and remote work

Growth Opportunities:

• Participation in departmental growth and strategy development
• Opportunities for advancement as the company scales
• Expansion of skills in automation and customer experience fields

ASSUMPTION: Given the company's expansion phase, there are likely substantial opportunities for career development and advancement.

🌍 Location & Work Environment

Office Type: Modern office environment in Berlin, offering spaces designed for collaboration and flexibility

Office Location(s): Berlin, Germany

Geographic Context:

• Located in a vibrant city with a robust tech and start-up scene
• Accessibility to public transportation options facilitated through benefits
• Potential for involvement in local community and real estate networks

Work Schedule: Flexible work arrangements with a standard 9-5 schedule, subject to negotiation

ASSUMPTION: The location in Berlin suggests access to a large pool of tech-savvy professionals and the benefits associated with a thriving start-up ecosystem.

💼 Interview & Application Insights

Typical Process:

• Initial application review
• Screening call with HR
• Technical or situational interview with the hiring manager

Key Assessment Areas:

• Problem-solving skills
• Customer interaction abilities
• Cultural fit with the team

Application Tips:

• Highlight problem-solving experiences in past roles
• Emphasize language proficiency in German and English
• Showcase any relevant experience in real estate or customer success

ATS Keywords: Customer Success, Account Management, Problem Solving, Automation, Real Estate, German, English

ASSUMPTION: The interview process is designed to assess both technical skills and cultural fit, critical for success in a start-up environment.

🛠️ Tools & Technologies

• CRM Platforms
• Workflow automation tools
• Knowledge management systems

ASSUMPTION: Familiarity with CRM and automation tools is likely highly beneficial due to the emphasis on process automation and customer interaction.

👔 Cultural Fit Considerations

Company Values:

• Customer centricity
• Innovation and flexibility
• Diversity and inclusion

Work Style:

• Collaborative and team-oriented
• Autonomous with an entrepreneurial spirit
• Adaptable to fast-paced changes

Self-Assessment Questions:

• Do you enjoy working in a dynamic, fast-growing environment?
• How do you handle challenges and changes in workflows?
• Can you effectively communicate in both German and English?

ASSUMPTION: The cultural fit focuses on aligning with start-up dynamics and customer-oriented strategies, ensuring a mutual benefit for employee and company alike.

⚠️ Potential Challenges

• Adapting to rapidly changing start-up environments
• Managing diverse customer needs effectively
• Balancing process development with day-to-day operations
• Ensuring effective communication across languages

ASSUMPTION: Potential challenges reflect the dynamic and evolving nature of a scaling company expanding its market presence.

📈 Similar Roles Comparison

• May offer quicker career advancement compared to larger corporations
• Greater direct impact on company success and customer satisfaction
• Likely to involve broader responsibilities than similar titles in established firms

ASSUMPTION: The role provides a unique opportunity compared to similar positions at larger, more established companies, emphasizing growth and influence.

📝 Sample Projects

• Developing an automated FAQ system for customer inquiries
• Designing workflow improvements for customer onboarding
• Coordinating with international teams for process alignment

ASSUMPTION: Projects likely emphasize innovation and efficiency, tailored to enhance the customer experience and operational effectiveness.

❓ Key Questions to Ask During Interview

• How does the company support career development and learning?
• What are the immediate priorities for the Customer Success team?
• How is employee feedback incorporated into company strategy?
• What tools and technologies will I have access to for this role?
• How has the company's approach to customer success evolved over time?

ASSUMPTION: These questions aim to provide insights into company support systems, role expectations, and how the company values input from its team members.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Matera careers page or via your professional network channels, such as LinkedIn
• Prepare your resume to highlight relevant experience and skills
• Be ready to discuss how your skills align with the company's mission and values
• Provide examples of past problem-solving scenarios
• Ensure clarity in language proficiency and capacity for working in a bilingual environment

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.