stp.one | Simplify Legal Work

• You are responsible for our customers in the area of law firm management across Germany. • You manage your own client portfolio and accompany clients throughout the entire customer lifecycle, from onboarding to offboarding. • The primary focus of your role is delivering external software trainings, coaching sessions and workshops (mostly remote). • Analyze and manage customer needs. • Provide comprehensive support and consulting to our customers on solutions and processes through the use of our products. • Gather and evaluate customer feedback to optimize products and processes. • Support the design, preparation and implementation of software projects. • Conduct customer-side QBRs (Quarterly Business Reviews) in close coordination with stakeholders (mostly remote).

• Serve as the primary point of contact for our international customers, providing day-to-day support for our legal practice management solution, Amberlo • Investigate, troubleshoot, and resolve customer inquiries and complex issues, including 2nd-level support cases • Analyse customer requirements and translate them into practical solutions and recommendations • Work closely with Product, Development, and other internal teams to ensure timely issue resolution and a high-quality customer experience • Deliver customer training sessions and support users in adopting and making the most of the solution • Monitor customer needs and proactively identify opportunities to improve satisfaction, processes, and product usage • Support customers throughout their lifecycle, from onboarding to ongoing enablement and optimisation • Contribute customer insights and feedback to product and process improvement initiatives while ensuring smooth project execution, quality standards, and commercial alignment

• Develop and implement a performance-oriented sales strategy for the Lawyers business unit • Translate strategic objectives into concrete quarterly and action plans for the sales teams • Lead, coach and develop the sales teams across SMB and enterprise segments • Define and track KPIs and ensure sustainable achievement of targets • Conduct regular feedback, development and performance reviews • Foster a trusting, motivating and results-oriented team culture • Identify development potential and design individual career paths • Strengthen cross-functional collaboration and knowledge transfer • Continuously optimize sales processes and ways of working • Represent the sales organization to internal and external stakeholders • Hold overall responsibility for the sales activities of the Lawyers business unit across all customer segments • Drive and further develop new customer acquisition as a central growth driver • Expand existing customer relationships through targeted cross- and upselling strategies • Promote the transformation from on-premises solutions to cloud- and AI-based products • Be accountable for achieving commercial goals, in particular ARR, NRR and New Business • Develop and implement market-appropriate sales strategies for law firms and notaries • Build and maintain sustainable relationships with customers, partners and industry associations • Plan and execute customer events, webinars and trade show appearances • Ensure solid sales management through forecasting, pipeline management and CRM usage • Identify new market potentials and derive appropriate growth measures

• Annahme der Anfragen unserer Kunden im 1st und 2nd Level • Sicherstellung der telefonischen Erreichbarkeit unserer Support‑Hotline im Team innerhalb der Servicezeiten von 8–18 Uhr • Betreuung und Beratung unserer Kunden beim Einsatz unserer Legal-Tech-Software-Lösungen • Bereitstellung von Lösungswegen bei fachlichen Anfragen (telefonisch, per Mail und über Fernwartung) • Erfassung und Dokumentation der Kundenanfragen im Ticketsystem • Enge Zusammenarbeit mit dem technischen Anwendungssupport und weiteren Projektteams

• Receive, handle/analyze and resolve incoming technical customer inquiries as well as technical requests from other processes regarding our product portfolio • Maintain bug/CR tracking systems and the support database • Assist customers with necessary configurations (e.g., logfile analysis, technical configurations, permissions and user management, etc.), possibly as part of contracted services • Act as the point of contact for colleagues from User Support (1st level) for technical questions/problems of our customers

• Handle customer inquiries at 1st and 2nd level support after a comprehensive onboarding period • Advise and support clients in the use of our legal-tech software solutions • Provide solutions to technical and subject-matter questions (by phone, email and via remote support) • Record and document customer inquiries in the ticketing system • Work closely with technical application support and other project teams

• Develop and implement product marketing strategies, including positioning and messaging for our national and international markets, and design the associated marketing activities. • Create target-audience-specific content for product marketing in coordination with all relevant stakeholders. • Plan and execute product launches for new products and features. • Conduct customer and market analyses to identify personas and market trends. • Perform competitive analyses and build a clear understanding of market positioning. • Support all sales channels through sales enablement, including training and the provision of sales tools. • Develop go-to-market strategies in collaboration with product management, marketing and sales, including audience-, product- and media-specific support for campaign execution and overarching communications with a focus on lead nurturing. • Support product management in developing long-term product strategies for Legal Tech SaaS solutions. • Maintain close relationships with key analysts and ensure visibility in relevant reports. • Together with your product manager, act as the primary thought leader for the products you oversee, deliver presentations, give media interviews and produce content.

• Ownership of the technical vision and architecture for complex software and data solutions • Driving architectural decisions with a strong focus on scalability and long-term sustainability • Ensuring a maintainable codebase and actively reducing technical debt • Providing technical leadership and mentoring within the engineering team • Establishing best practices and conducting code reviews to maintain high quality standards • Coordinating stable and efficient data processing under continuous monitoring • Overseeing the full software development lifecycle from requirements to deployment • Close collaboration with product management, project teams, and other stakeholders • Analyzing and resolving complex technical challenges to ensure system stability • Keeping up with emerging technologies and continuously evolving the system landscape

• Lead management: Assist with distributing leads to Sales and entering them into our CRM system • Lead qualification: Qualify incoming leads through (online) research, telephone calls, or similar methods • Data analysis: Analyze campaign and website performance using tools such as Google Analytics or HubSpot • Outbound calling for lead generation

• Independently implement complex development projects and user stories • Provide technical support for design and architecture in collaboration with the team and the Technical Lead • Implement clean, efficient, and well-documented code following best practices • Conduct code reviews and ensure quality through unit tests • Support project planning and maintain close communication with the product triad (UX, Product Manager, Technical Lead) and other stakeholders • Mentor and coach software engineers • Analyze and resolve technical issues throughout the development lifecycle • Create technical documentation and design specifications