Support and Customer Success Specialist - remote; USA ( f/m/d)

zetcom is a global market leader for cultural institutions (museums, private collections and archives). More than 1,100 customers in 30 countries use our configurable and customizable software (SaaS) to record cultural heritage and manage daily business. They are taken care of by our headquarters in Switzerland as well as our offices in Germany, France, Spain, Finland, USA, and our worldwide partners. zetcom celebrated its 25th anniversary in 2023 with its 100 employees.

Our North American team is working with prestigious institutions, private collections, corporate archives and well-known brands, implementing our software according to our clients’ requirements. The team is looking for a technical expert to support our clients. This is a great opportunity to join a growing team, help shape the direction of the North American branch of zetcom and foster our client base, with the full backing and support of our European headquarters.

To join our remote team, we are looking for a permanent, full-time, U.S. resident Customer Success Specialist.

As our clients operate in the Eastern through Pacific timezones, we expect the candidate to be working core hours between Mountain and Pacific to ensure enough overlap with our customers and colleagues.

The position reports to the Head of Projects & Services in North America, with a strong connection to the zetcom specialist teams in Europe, who provide technical oversight, procedural guidance and training.

The main responsibility of the Customer Success Specialist is to support our existing client base with issues, questions and technical support. A portion of the specialist’s time will also be spent undertaking client training and change requests.

Tasks

• Proactively triage incoming support requests with a focus on urgency and impact
• Troubleshoot and solve issues independently, using the zetcom expert teams where needed
• Communicate transparently with clients via email, phone or Teams meetings, on business and technical topics
• Implement minor changes as part of troubleshooting, expanding to larger change requests (application configuration, reports and imports definitions, data analysis), as skills and expertise increase.
• Contribute to the internal knowledge base and documentation
• Participate in processes and workflow improvements

Requirements

• 3-5 years experience working in a similar position in a software company (SaaS preferably). Experience with service level agreements and customer satisfaction
• Training from a college or technical school in computer science, engineering, information technology or related field
• A general background in Information Technology and an understanding of web technologies and SaaS applications
• Attention to detail, structured way of working, reliability. Ability to connect the dots across technical and business contexts
• Self-starter and fast learner with determination to support our customers effectively. Solution oriented mindset, while being empathetic, patient and understanding
• Exceptional communication skills (written and spoken). Proficient or native English speaker required. Additional languages are a plus - French or German especially welcome
• Knowledge of and experience working with cultural data (not required, but is a bonus) . Ideally museums, galleries, archives and/or libraries
• Motivated to work in an international company with constant exchange with the European offices and colleagues

Benefits

• Competitive salary and benefits commensurate with your experience
• Employer subsidized health, dental, and vision
• 401K with employer match after one year of employment
• Paid time off – vacation and sick time
• Paid holidays
• Maternity and Paternity leave
• Short- and long-term disability
• Computer equipment provided for remote office
• Flexible, remote model
• International team and diverse culture
• Work with an amazing worldwide customer base with unique collections
• An opportunity to contribute to the growth and development of zetcom North America

As an international company with strong and long-standing roots in the cultural sector, we value, support and celebrate human diversity, cultural differences, personal views and people of all origins and backgrounds. zetcom does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We also expect this commitment from our employees and partners.

Are you ready to help the team make an impact? We look forward to receiving your resume and cover letter. If you have any questions, feel free to reach out to us!