• As the point of contact for product and technical questions at onpreo, you ensure our customers and users love our product and company. • You develop solutions to sustainably train customers in the effective use of our product. • You continuously increase customer value by initiating up- and cross-sells for our SaaS solutions. • Together with the Product team, you optimize and automate our Customer Success processes (e.g., via Intercom, JIRA, Userpilot). • You coordinate a seamless onboarding and provide comprehensive coaching for new customers. • You communicate and coordinate customer requests with our Product team, contributing decisively to the ongoing development of our software. • Together with the team, you further develop the infrastructure for our Customer Success department (expanding ticketing systems, knowledge base, FAQs, etc.). • You qualify existing customers for upselling potential and present new products and features to them. • You act as a partner and technical advisor for our customers regarding the use of our software. • You communicate with customers by phone or through the ticketing system to resolve questions and technical issues quickly.

Role Description Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce- und SaaS-Bereich verstehst und passende Lösungen ableitest. - Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen. - Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln. - Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie. Qualifications - Du bringst Erfahrung im Bereich Finanzbuchhaltung mit – oder hast ein gutes Verständnis für steuernahe Prozesse. - Du hast Erfahrung im direkten Kundenkontakt – idealerweise im SaaS-Umfeld und bringst ein ausgeprägtes Gespür für Kundenbedürfnisse mit. - Du verstehst es, realistische Ziele und KPIs zu definieren, zu verfolgen und zu erreichen – sowohl für dich als auch in Zusammenarbeit mit deinem Team. - Du kommunizierst sicher auf Deutsch und Englisch – schriftlich wie mündlich. - Du bist sicher im Umgang mit gängigen Tools wie Zendesk, Confluence, Slack, Google Workspace oder ähnlichen Systemen. Benefits - Die Möglichkeit, in einem dynamischen Startup eigenständig Projekte voranzutreiben und echten Mehrwert für unsere Kund:innen zu schaffen. - Regelmäßige Entwicklungsgespräche und jährliches Fortbildungsbudget. - Eine offene Unternehmenskultur mit flachen Hierarchien, No-Dresscode, Team Dinners, Sportangeboten, After-Work-Drinks und regelmäßigen Company Offsites. - Remote first oder in unserem Büro direkt am Ostbahnhof – mit Balkon und Blick auf die Spree. - Familienfreundlichkeit durch Flexibilität bei der Organisation Deiner Arbeitszeiten und Arbeitsorte. - Ein attraktives Vergütungspaket und 30 Tage Urlaub.

• Meet with clients through scheduled virtual appointments • Review benefit options and answer questions • Build strong relationships through excellent service • Complete online documentation • Participate in coaching and professional development

• Own quarterly referral targets for your accounts and take initiative to course-correct when metrics trend unfavorably • Design and execute growth strategies account by account: identify the barriers suppressing volume, implement solutions, and measure the referral impact of every play you run • Work directly with User Buyers and Detailed Buyers (branch managers, Directors of Nursing, patient care coordinators, and nursing coordinators) to make Float the preferred home infusion partner, optimize referral workflows, and drive utilization of the Float Pharmacy Portal • Develop Float Champions inside each account who advocate for Float internally and pull volume toward us • Onboard GTAs to drive fast time-to-value: first referrals within 30 days of launching a new geo • Analyze patterns across your portfolio to identify root causes affecting multiple branches, then turn winning plays into repeatable success motions applied across accounts • Measure and understand the health of each account in depth: staffing rate, active SP Operators, Portal referral share, patient churn, and partnership maturity progression • Maintain accurate and current account records in our CRM (HubSpot) so portfolio health, referral trends, and relationship history are always visible to you and to leadership • Build and maintain trusted relationships with specialty pharmacy User Buyers across your portfolio • Run the Partnership Experience Meeting (PEM) cadence: performance review, growth opportunities, product updates, and strategic alignment, with every PEM oriented toward expansion • Maintain comprehensive Partnership Profiles with clear goals, growth initiatives, health metrics, and relationship maps • Run the Partnership Kick-off Meetings cadence for all GTAs • Travel to meet pharmacy partners for in-person meetings, problem discovery, demos, user feedback sessions, and relationship-building activities • Captain cross-functional initiatives for your accounts, coordinating with Clinical Operations, Enterprise BD, Scheduling, Intake, Billing, and Technology so that issues affecting growth are resolved quickly and relationships stay strong • Serve as the voice of the partner in product roadmap discussions, channeling pharmacy problems, insights, and usage patterns in order to increase adoption and utilization • Own and evolve our Partner Success playbooks alongside leadership, turning learnings into repeatable growth levers and engagement tactics that drive partner engagement and referral growth • Partner with leadership to translate Partner Success Lodestars (the capabilities that makes our “How to win” possible) into portfolio-level strategies and quarterly plans, including account tiering logic, target-setting methodology, and account prioritization • Keep partnership notes, account records, and deals current in HubSpot so portfolio health is always visible across teams and is both human- and agent-readable