Customer Success Specialist - 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. The position offers a mid-term perspective to broaden the role to trainings and implementing change requests.TasksProactively triage incoming support requests with a focus on urgency and impactTroubleshoot and solve issues independently, using the zetcom expert teams where neededCommunicate transparently with clients via email, phone or Teams meetings, on business and technical topicsImplement minor changes as part of troubleshooting, with the opportunity to skill up and expand to larger change requests (application configuration, reports and imports definitions, data analysis)Contribute to the internal knowledge base and documentationParticipate in processes and workflow improvementsRequirements3-5 years experience working in a similar position in a software company (SaaS preferably). Experience with service level agreements and customer satisfactionTraining from a college or technical school in computer science, engineering, information technology or related fieldA general background in Information Technology and an understanding of web technologies and SaaS applicationsAttention to detail, structured way of working, reliability. Ability to connect the dots across technical and business contextsSelf-starter and fast learner with determination to support our customers effectively. Solution oriented mindset, while being empathetic, patient and understandingExceptional communication skills (written and spoken). Proficient or native English speaker required. Additional languages are a plus - French or German especially welcomeKnowledge of and experience working with cultural data (not required, but is a bonus) . Ideally museums, galleries, archives and/or librariesMotivated to work in an international company with constant exchange with the European offices and colleaguesBenefitsCompetitive salary and benefits commensurate with your experienceEmployer subsidized health, dental, and vision401K with employer match after one year of employmentPaid time off – vacation and sick timePaid holidaysMaternity and Paternity leaveShort- and long-term disabilityComputer equipment provided for remote officeFlexible, remote modelInternational team and diverse cultureWork with an amazing worldwide customer base with unique collectionsAn opportunity to contribute to the growth and development of zetcom North AmericaAs 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!