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Product Expert - Customer Success

Spain, Catalunya [Cataluña], BarcelonaCustomer Success

Job description

Our story, your future story

At Holded, we believe there is a different way to manage companies. An easier way. More effective. Better. It all started in 2016. Our founders, Javi Fondevila and Bernat Ripoll created Holded with the vision of reinventing the concept of ERP.

Our mission is to consolidate our position as the leading cloud ERP in Spain, creating a smart business management solution that covers all areas of business. Holded is an affordable, easy-to-use cloud-based software platform designed especially for small business management. It allows to manage every aspect of a business from a single place: invoicing, accounting, CRM, inventory, projects and human resources. Watch this two-minute video to discover everything Holded can do!

We know that big goals need a great team. That's why we're looking for passionate people who work everyday to be the best at what they do. Join our team of +120 employees and let's reinvent how we do business!

The Role

As a Product expert, you will be a key player of our Customer Success team.

In your day to day, you will:

  • Solve user issues from clients educating them on resolutions promptly and professionally.

  • Collect data and feedback from users to be the voice of the customer with other departments such as Product Education or Product owners.

  • Investigate, report and track user bugs, keeping them informed and prioritizing them alongside the tech team.

  • Be the ‘person to go’ when something in your expertise area arise

  • Provide specific knowledge to the CS team and help them improve the customer experience.

  • Ensure end-user needs are met with consistently high quality of service provided

  • Train the team on new updates and best practices in your expertise area while creating walkthroughs documentation.

We are looking for someone who will become an expert at the core of the software which is invoicing, accounting, Spanish taxes, tax forms and more.

Job requirements

About you

  • You have a Bachelor Degree (Business Administration, Economics or similar)

  • Spanish native speaker 

  • Good consulting, client relations skills, and customer service orientation.

  • Some work experience dealing with the invoices, quotes and accounting from one or several companies.

  • Experience working with others ERPs.

  • Take ownership for, investigate, log/track, and resolve support queries.

  • A strong technology background, comfortable working across a range of systems and technologies.

  • Experience with manual testing.

  • Must demonstrate the ability to analyze and understand complex issues, make technical decisions/recommendations, and communicate solutions proactively.

  • Must have excellent verbal and written communication skills and be able to articulate concepts effectively to businesses at all levels.

  • Must demonstrate a keen interest to learn the business and its processes, in order to best support internal users and external clients.

  • Must be able to combine attention to detail whilst understanding the wider business and technology context.

Extra Awesome

  • You have a good English level.

  • You have experience with JIRA.

  • You have some experience as a tax consultant or working in a big 4.

  • You have experience with A3 or other accounting softwares.

  • What it's like to work with us

  • Permanent contract

  • Flexible working hours

  • Short work-day on Fridays

  • Free catered lunch

  • English/Spanish classes

  • Referral program

  • Continuous Training: annual budget for training for each employee

  • Fully equipped kitchen with snacks, drinks, and fresh fruit.

  • Top-notch work equipment

  • Office in front of the sea with ping pong, pool table, PlayStation…

  • Interesting projects and a great work environment

  • An excellent opportunity to grow with the company

  • Discounts on a gym membership

At Holded, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. Think of them as start-ups within a start-up that learn from each other.

We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.

This might not be the job for you, but perhaps you have a friend who would be a perfect fit. If so, send them this link: