gertrud digital GmbH

• Responsibility for the product backlog (maintenance, prioritization, refinement) • Translate requirements from business units and stakeholders into clear user stories and acceptance criteria • Ensure a continuous flow of value in a Kanban or agile working environment • Close collaboration with development teams, particularly within the Microsoft ecosystem (e.g., M365, Azure) • Actively coordinate and facilitate stakeholders across different company levels • Support the definition and ongoing development of the product vision and roadmap • Integrate and enhance AI-based features in the product (e.g., Copilot, LLM-based capabilities) • Collaborate with UX, Data, and Engineering to continuously improve the user experience • Ensure the quality, usability, and business impact of delivered features

• Identifizierung relevanter Zielunternehmen und Entscheidungsträger • Durchführung strukturierter outbound Kampagnen per Telefon, Video, E-Mail und LinkedIn • Generierung qualifizierter Leads und Planung von Meetings für Account Executives • Unterstützung bei der Vorbereitung und Nachbereitung von Kundenterminen • Pflege der CRM-Daten in HubSpot und genaue Dokumentation aller Interaktionen • Beiträge zur kontinuierlichen Verbesserung der Lead-Generierung und Outreach-Strategien

• Creation and maintenance of video tutorials, screen recordings, help-center articles, and product guides. • Editing, uploading, and organizing videos as well as designing modern training and learning materials. • Actively contributing to the development of the Learning Center. • Supporting customer onboarding, including preparation, execution, and basic configuration of demo and test environments. • Creating, maintaining, and analyzing FAQs, templates, and self-service content. • Performing small tests for features, workflows, user journeys, and new technology components. • Implementing and supporting the setup of modern AI capabilities and automation processes. • Assisting in building an internal Knowledge Hub as well as forms, checklists, and digital templates. • Documenting and further developing internal onboarding and Customer Success (CSM) processes.

• Create and maintain video tutorials, screen recordings, help-center articles, and product guides — using modern AI tools for automated documentation. • Edit, upload, and organize videos, and design modern training and learning materials. • Actively contribute to building our Learning Center, including ongoing updates and optimization of all content. • Support customer onboarding, including preparation, execution, and basic configuration of demo and test environments. • Create, maintain, and analyze FAQs, templates, and self-service content as a basis for future automation and AI-driven support. • Perform small-scale tests for features, workflows, user journeys, and new technology components. • Implement and assist in setting up modern AI features and automation processes within our tool stack. • Help build an internal Knowledge Hub and develop forms, checklists, and digital templates. • Document and further develop internal onboarding and Customer Success Management processes.

• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion • Lead implementation and change projects with multiple stakeholders • Consult customers on governance, meeting preparation, collaboration, and decision-making processes • Facilitate onboarding sessions, workshops, trainings, and enablement formats • Identify adoption risks and develop clear actions to increase usage and customer value • Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders • Share customer feedback and insights with Product, Tech, Sales, and Leadership • Improve CS processes, playbooks, and scalable enablement materials

• Unterstützung des Technical Success Managers im Tagesgeschäft • Pflege und Verwaltung administrativer Prozesse (Projekt-Zeiterfassung, Ticket System (Backend, Reporting)) • Unterstützung beim Zeiterfassungsmanagement und der Dokumentation • Vorbereitung, Nachverfolgung und Ablage von Unterlagen • Koordination und Pflege interner Übersichten, Listen und Datenbanken Azure DevOps • Unterstützung bei Terminorganisation und interner Kommunikation • Verfügbarkeit 15-20 h / pro Woche (nach Absprache)

• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion • Lead implementation and change projects with multiple stakeholders • Consult customers on governance, meeting preparation, collaboration, and decision-making processes • Facilitate onboarding sessions, workshops, trainings, and enablement formats • Identify adoption risks and develop clear actions to increase usage and customer value • Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders • Share customer feedback and insights with Product, Tech, Sales, and Leadership • Improve CS processes, playbooks, and scalable enablement materials

• Identify relevant target companies and key decision-makers • Execute outbound campaigns via phone, email, and LinkedIn • Generate qualified leads and schedule meetings • Maintain CRM data in HubSpot and document interactions • Contribute ideas to improve lead generation strategies

• Du unterstützt unser Sales-Team dabei, neue Kundenkontakte zu identifizieren und anzusprechen, von der ersten Recherche bis zum Erstkontakt • Identifikation potenzieller Zielunternehmen & Ansprechpartner:innen (Data Research) • Kontaktaufnahme über E-Mail, LinkedIn und Telefon (inkl. Cold Calling & Follow-ups) • Pflege & Aktualisierung unseres CRM-Systems • Mitwirkung beim Ausbau weiterer Akquise-Kanäle (z. B. Events, Social Selling) • Enge Zusammenarbeit mit unserem Enterprise Sales Team zur kontinuierlichen Optimierung unserer Prozesse

• Manage the entire post-sales lifecycle: onboarding, adoption, retention, and expansion • Continuously improve CS processes, playbooks, and tooling • Act as primary point of contact for key accounts and build long-term customer relationships • Monitor customer health scores and proactively identify risks and opportunities • Collaborate with CS Engineers and Support to resolve complex product or technical topics • Track CS KPIs and share insights with Product, Tech, and Sales to drive product improvements • Support self-service formats such as our knowledge base and customer learning portal • Take ownership of operational excellence in the CS function and drive efficiency at scale