Demand for Omnia software is rising quickly in Europe, after successful launches with most large retailers in the Netherlands. Director of Customer Success Haiko Krumm and the Go To Market team are ready to welcome more team members. In this case, by adding a great new Product Specialist to the team.
What are we facing?
As a Product Specialist you are THE go-to person for in depth knowledge about our product and troubleshooting. You have a pivotal role in the satisfaction of our clients. You are not part of customer support; you own customer support. You combine fire-fighting with continuous improvement. By owning customer support, we mean that it will be your show to run, you will be leading improvements and building out our Support strategy and processes for the long run.
What it comes down to
Serve as the expert of the Omnia products, helping customers, Go To Market team, and Product & Development with questions and issues.
Tackle inbound customer requests. Owner of Customer Service and Knowledge Base. Answer questions, bugs, incidents and requests within time and with high customer satisfaction (quality and tone of voice). Aligning bug fixing and incident priorities with Product & Development.
Prevent customer requests by improving Knowledge Base & University content & usage, suggesting product, and improving the process.
Pro-actively monitor data flows and client consoles, spotting bugs and issues.
Help Product and Development improve the product, including testing bugs and new features.
Assist the Omnia Sales Managers in setting up new demo Omnia consoles.
When you are up and running we expect you to spend approximately one-third of your time on projects to improve support and related processes like incident management, product feedback, customer satisfaction etc.
What are we looking for?
A motivated Product Specialist with technical skills and a customer servicing mindset. Experience with customer satisfaction within a SaaS environment. You make decision based on data and get a smile on your face when you support a client with a technical quest they have. Knowledge of retail in general and e-commerce in particular is a pre.
HBO or University education level
1 to 3 years of experience in a similar role
Strong communicator: both oral and written in English, any other language is a plus
Service oriented, you thrive on making clients happy
Being able to deep dive in a product and look for a technical solution
Being able to explain complex concepts in simple terms
You combine fire-fighting with continuous improvement on our product, customer satisfaction and scalability.
Experience with tools like Zendesk & Hubspot
You share the same DNA – we have an obsession with excellence, continuously focus on our personal and professional growth, are resilient entrepreneurs, and true collaborators.
This could be the kick-start of your career at Omnia Retail. While getting to know our company, our clients and all ins and outs on our product, you are ready to grow together. Depending on where you excel, this could be in the direction of an Onboarding Manager, Solution Consultant, Customer Success Manager or maybe you prefer to work on different (technical) projects within the company. Show us what you got and things will find their way!
What do we offer?
At Omnia, attracting and retaining top talent is one of our highest priorities. Employee happiness is important to us because we think it is vital for a thriving organization. Therefore, we offer top-notch perks and benefits to make sure we promote happiness in the best way we can:
Generous pension plan
Flexibility in working hours
Choose your own devices
Wednesday Omnia lunches
Health & wellness: sponsored memberships
Free drinks and fresh fruits
Company sponsored social events
Excellent career growth opportunities
NS business cards
Green and flexible transportation
Referral bonus program
Extended parental leave
Self-development: training and coaching
Apply If you think this job will perfectly suit your goals and your DNA is a match.
Omnia - Reinventing Retail
Omnia is the leading SaaS solution for integrated pricing and online marketing automation. Omnia helps retailers regain control, save time and drive profitable growth. The out-of-the-box solution optimizes pricing and maximizes returns from marketing channels like Google Shopping. Omnia services more than 100 leading retailers, including Decathlon, Windeln.de, Tennis Point, Bol.com, Wehkamp, Blokker, and Coolblue. For her clients, Omnia scans and analyzes more than 500 million price points, and makes more than 7 million price adjustments daily.