Join us in revolutionising the office furniture industry! At NORNORM, we have embarked on an incredible mission to reinvent workspaces with circularity at the core. Our vision is to integrate sustainable practices into the workplace of the future, showcasing the benefits it brings to individuals, design, business operations, and the environment.

How we'll make it happen: Our innovative and fully integrated service encompasses every aspect of workspace design, installation, layout adaptation, as well as the repair and replacement of our exceptional "better-than-new" pieces. We ensure that workspaces continuously maximise their impact without compromising the benefits they provide to people, businesses, or the planet.

Who we are: NORNORM is not just any scale-up; we have the support of a major player in the furnishing industry and backing from growth equity investment firms. We are pioneering a sustainable, subscription-based solution for furnishing future workplaces and have already begun rolling out our services across Europe. With offices in Copenhagen, Amsterdam, Stockholm, Berlin, and London, we are expanding rapidly.

We are seeking: Ambitious and adaptable individuals who are eager to grow with us and unafraid to push the boundaries of their capabilities. In return, we offer a dynamic and fast-paced environment where taking initiative and embracing risks is not only encouraged but also supported. Join us on this exciting journey of growth and innovation!

The role

We are looking for a full-time Customer Success Manager who can strengthen our Customer Success team in Berlin as the main point of contact for our customers in Germany!

Your main responsibilities include:

• Be the Trusted Advisor: Guide customers through the entire lifecycle, from onboarding to continued support, acting as their primary point of contact.
• Drive Value and Solutions: Proactively address customer challenges and deliver tailored solutions that enhance their workspace experience.
• Build Strong Relationships: Foster deep connections with customers, turning them into loyal NORNORM ambassadors.
• Ensure Smooth Onboarding: Lead customers through a seamless onboarding process, helping them understand how NORNORM transforms their office spaces.
• Stay Engaged: Conduct regular check-ins, workshops, and on-site visits to ensure customer satisfaction and engagement.
• Provide Expert Guidance: Offer insights and recommendations to help customers optimize their workspace, ensuring it meets their evolving needs.
• Manage Key Stakeholders: Effectively coordinate with various stakeholders, from office managers to decision-makers, across different levels.
• Leverage Data: Maintain up-to-date customer data in our CRM system, using it to track performance and improve customer outcomes.
• Upsell & Retain: Monitor customer health, mitigate potential churn, and identify opportunities for upselling our services.
  

You’ll be managing multiple customer projects at once, ensuring you stay organized and focused on priorities. As part of the role, you'll also proactively suggest ways to improve processes that will streamline and enhance the customer experience. Expect to travel across Germany to meet with customers, building strong, personal relationships (around 3 overnight stays per month). Additionally, there will be occasional travel to our offices in the Netherlands, Denmark, Sweden, and the UK for cross-team collaboration and training.

The position is hybrid-remote, with a primary emphasis on working from the office or visiting clients.

You bring the following qualifications:

• Experience: Approximately 2 years of experience in customer success, account management, or a similar role where client relationships are key.
• Customer-Centric Mindset: A strong focus on customer satisfaction and relationship-building.
• Problem-Solving Skills: The ability to quickly and creatively solve problems while delivering value to customers.
• Business Acumen: A commercial mindset with sound judgment when it comes to business decisions.
• Language Skills: Native or near-native fluency in German (essential) and strong fluency in English.
• Berlin-Based (or Ready to Move): You’re either based in Berlin or willing to relocate.
• Can-Do Attitude: A positive, persistent approach with a strong sense of ownership and accountability.
• Communication: Excellent interpersonal and communication skills that foster trust and partnership.
• Workspace Enthusiast: A practical understanding of office space design and layout; an interest in sustainable, circular business models is a big plus.
• Real Estate Knowledge: Experience in the real estate sector is an added advantage
  

What we offer you:

At NORNORM, we operate as a resourceful and innovative scale-up, prioritising a fulfilling and inspiring work environment. We are dedicated to providing a rewarding experience for our team. Here's what you can expect:

• Early Responsibility: From day one, you'll have meaningful responsibilities, shaping our company's future and making a real impact.
  
• Flexible Working: We support work-life balance with flexible hours and hybrid work options to accommodate personal commitments.
• Collaborative Environment: Join a diverse team of serial entrepreneurs, furnishing industry experts, designers, logistics specialists and consultants, fostering continuous learning and growth.
• Ergonomic Workspace: Your comfort is important to us. We provide ergonomic furniture for a healthy and productive work environment.
• Competitive compensation: Your compensation package includes a free subscription to NORNORM home office furniture.
• Open Communication: We value your ideas and encourage open collaboration among team members.
• Positive Culture: Our corporate values, "We care, we dare, we do, we make simple easy," shape our open and down-to-earth company culture.
• Work-Life Balance: Enjoy a reasonable amount of vacation days to recharge and spend quality time with loved ones.
• Growth Opportunities: Join us on our growth journey, with abundant chances for personal and professional advancement.

Don't miss out on the opportunity to be part of NORNORM's groundbreaking approach to office furniture, where sustainability and forward-thinking come together. Apply now and become a catalyst for change in the workplace of the future!