Job Summary

We are seeking a motivated and results-driven German Bilingual Software Account Manager/Technical Support Specialist, to join our dynamic team, based at Stratford, East London.

The ideal candidate will act as a single point of contact for UK and European customers across multiple channels, to deliver engaging customer support to a wide spectrum of audiences including customers, internal colleagues or Dealers. You will provide product knowledge, expertise and support in resolving all product technical issues, share best practice to upskill the customer in using the software product to gain operational efficiencies and/or cost benefit, and identify customers that are at churn risk to convert them into product advocates through your service delivery and outcomes.

Who we want?

• Excellent communicator with strong customer service skills, a keen analytical mindset, and the ability to lead initiatives that enhance client satisfaction and retention.
• Multi-tasker who builds effective, positive relationships, and enjoys working in a fast-paced environment.
• Emotional intelligence, intellectual curiosity, adaptability and flexibility.
• Logical thinker with professional maturity, and a willingness to own responsibility and take accountability.

What you’ll be doing

• Develop and maintain relationships with key clients to understand their business needs and objectives.
• Identify opportunities for upselling and cross-selling products and services to enhance client value.
• Utilise Salesforce to track client interactions, manage accounts, and analyse sales data for strategic decision-making.
• Communicate effectively with clients regarding product updates, promotions, and any issues that may arise.
• Collaborate with internal teams to ensure timely delivery of services and resolve any client concerns.
• Prepare regular reports on account status, sales performance, and market trends for management review.
• Lead presentations and meetings with clients to discuss their goals and how our solutions can help achieve them.

What you need to bring to the role

• Verbal and written fluency in English and German to minimum C1/C2 level.
• Practiced Contact Centre or Customer Service experience preferred, (any transferable experience considered).
• Proven experience in a software sales or account management role.
• Proficiency in Salesforce or similar CRM software is highly desirable.
• Emotional intelligence, intellectual curiosity, adaptability and flexibility.
• Logical thinker with professional maturity, and a willingness to own responsibility and take accountability.
• Multi-tasker that builds effective, positive relationships, and likes working in a fast-paced environment.

What You Can Expect

• 22 days Annual leave to start, increases by 1 day on the anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private Medical Insurance.
• Comprehensive travel insurance for you and family in line with Scheme rules.
• Discounts on brand new vehicles.
• Employee Assistance Program (EAP).

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
• Respect – a team that is accountable, dependable and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth – lots of learning opportunities for aspiring minds
• Diversity– be a part of our growing diverse and community-minded organization that is all about having fun!

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.