Technical Customer Success Manager

  • Remote job

Technical Customer Success Manager

What's it all about?

Did you know that the printing industry is one of the biggest industries on the planet? Nevertheless, it faces a lot of challenges when it comes to collaboration and process digitisation. We are Zaikio and we're currently building a sophisticated software platform for this industry to solve the problem. Our vision is to create a place where all print related processes world-wide run on a centralised industry platform. From designers and publishers to printers and machines to trucks and logistics – it's truly holistic.


All of this is backed by Heidelberg Druckmaschinen AG, the biggest print equipment manufacturer in the world, with more than 100 years of history. Heidelberg has acquired us (called Crispy Mountain back then), in order to combine the excitement of a young and agile team with the knowledge and tradition of one of the oldest brands in print. Together we will tackle the incredibly exciting mission ahead.


What will you be doing?

We design and build the foundation services for this platform, as well as documentation and developer resources. Our responsibilities include process design, product design, UI/UX, implementation and operations as well as marketing and general strategy.


It will be your job to support our customers in getting on board and engage with the platform and our product Keyline. Not only via support chat, but also via phone and sometimes on site at a customer's print shop. Together with the QA and dev team, you will find ways on how we can help customers to work better everyday and help them in getting there by tracking issues, discovering bugs, discuss these with the team and find workarounds if special cases arise. As the role says, you're here to make our customers successful.

To be ace in this role, you have outstanding communication skills in German and English and have a basic understanding of web development. This role can be more or less technical, depending on your background and development preferences.


What are the tools of choice?

In our internal and external communication we mainly use Github, Basecamp, Slack, Intercom, WhereBy and Monday. E-Mail almost never.


We live a No-bullshit-approach. Our main objective is to build and ship stable applications, that solve real-world problems for our users. We are using tools, libraries and technologies where and when it makes sense. We don't use stuff just for the sake of using it. Productivity and reliability is key. We use tools that fit the task, and are not bound by ideologies.

How do we manage ourselves?

We highly believe in self-organized teams. To get things done, we work in monthly sprints, with the ultimate goal to ship something in the end. This can be a feature, a product or just a part of it.
 

What we have to offer

✌️ Bullshit-free zone

Our challenge is a big one: we are tasked with building a platform that will change the face of an entire industry. Forever. We don't solve Silicon Valley-style self-made, first-world problems – we want to fix actual software problems in the printing industry, freeing the people working there from stupid, repetitive, cognitive assembly line work and allow them to rediscover their creativity.


💰 Above-average salary

We pay above-average salaries that are linked to your experience and responsibility and grow with you. All based on a simple and fair level-based salary model. 


❤️ Family First

We’re trying hard to provide you with a healthy and family friendly environment. Results matter, not office hours. That’s why we encourage remote work and quality time that you can spend with your loved ones.

 

👩‍🚀 Freedom and Opportunities

You will enjoy a great deal of freedom in your work (which can also be a burden). Not gonna lie, we are a small team at this point, which will grow over time (again not explosively, but sustainably), so at first your job will be hands-on, while in the future it can shift more towards project lead and management (if this is your desire). Either way, your work will have an impact on our success!

How to apply

Apply below and tell us a bit about yourself and the work you’ve done so far. We also expect you to get familiar with our philosophy and tell us how you can enrich our team. 

 

Please give us some time to review your application, we’ll definitely come back to you as soon as possible. After our initial review, we might conduct a short phone interview to get to know you better. Following that, a personal meeting or online conference will be the next step, where we talk about code and product development. 

 

We at Zaikio highly value equality and diversity, thus strongly encourage women and underrepresented minorities to apply for this position. The only constrain at this moment is, that we we need to focus on applicants that already live and work in Germany. 

 

Now it’s your turn! We look forward hearing from you!