Technical Customer Success Manager – France (French and English- speaking) m/w/d

fiskaltrust makes it easy for POS systems to meet EU compliance rules with one simple API. Our tools like CloudCashBox and InStore-App are reliable, easy to use, and trusted by over 100,000 merchants. We offer transparency, innovative tools, a scalable business model and empowering partners to grow while meeting regulatory requirements effortlessly

This role is responsible for managing a portfolio of partner accounts and thus ensuring that they receive the highest level of support and satisfaction with our products and services. They will work closely with our customers and partners to understand their needs, provide guidance, identify areas of opportunity, and develop solutions to help them achieve their goals.

Key responsibilities of the role

• Onboard new customers, develop and maintain strong relationships with key customer stakeholders to ensure partner satisfaction and retention. Support on technical questions and escalated where needed
• Guide new and existing customers through the certification process in France until completion. Support on technical aspects of certification in France
• Maintain a balance between working together with our engineering teams, as well as solve directly incoming technical related question from customer and escalade necessary changes when required, and to stay on track with the latest changes in the product.
• Maintain relationships with auditors and partners at certification bodies
• Ensure that recurrent payments for our products and services are properly handled
• Act as a primary point of contact for customers, responding promptly to their inquiries and concerns
• Proactively identify areas for improvement in the customer experience and develop solutions to address them, while staying up to date with industry trends.
• Work within cross-functional teams, including support, product management, sales, and engineering, to identify and resolve customer issues and identify opportunities for upselling or cross-selling.
• Participate in regular customer meetings and account reviews to assess customer health and identify opportunities for growth

Role requirements

• 5 years+ software engineering or other related technical experience, ideally in a leadership role.
• About the Middleware and related core products you will be mostly working on are written in C# and .NET6+. You can get a more detailed overview on GitHub.
• Proven experience in a customer success, account management, or related role
• Excellent communication skills, both internally and externally. Ability to communicate effectively and clearly.
• Ability to think strategically and develop creative solutions to customer needs
• Experience with CRM systems (Salesforce, D365etc.)
• Excellent French (native appreciated) and English skills. Ability to fully comprehend local regulations in French and communicating them to international colleagues and partners.
• Experience in the POS or payment industry.
• Experience within the cash system certification or other system certification certification (NF525, LNE…)
• Strong focus on long‑lasting partnerships and the ability to identify partner needs and requirements
• Experience implementing technical solution with french customs in relation to VAT is a plus
• Ideally, experience with Open‑Source software or community management.
• Customer service experience in a fast‑paced technical driven environment.
• Excellent written and verbal communication skills.
• Strong problem‑solving and troubleshooting skills, with constant attention to detail.
• Ability to multitask and prioritize effectively.
• Familiarity with CRM systems and basic technical support.
• Excellent communication, interpersonal and team‑player skills.
• Ability to communicate technical information to non‑technical customers.
• Ability to quickly learn and adapt to innovative technology and processes.