Solution Expert

About Userlane

Userlane is an award-winning Digital Adoption Platform that empowers organizations to understand and improve the value of their technology investments. Working with some of the world's most recognizable enterprises, Userlane identifies and eliminates adoption barriers across software applications. The Userlane Adoption Suite helps enterprises deliver employees and customers a more engaging, rewarding, and productive software experience while realizing the full value of their software investments.

If you want to drive meaningful change for employees and employers alongside some of the most talented and dynamic people you’ve worked with, Userlane might be the perfect place for you.

About the role

Implementation Consultant & Customer Support Manager 

In the role of Implementation Consultant & Customer Support Manager, you will be instrumental in upholding service excellence for top global brands leveraging Userlane. Drawing on your expertise in technology and product management, you will shepherd clients through implementation phases and offer continuous support to enrich their digital experience. By employing our distinctive HEART framework, you'll aid clients in maximizing software utilization, driving adoption and efficiency, and realizing genuine value.

Your mission

• Lead new client technical implementation, onboarding, and configuration to meet requirements
• First point of contact for our enterprise customers when it comes to the technical delivery of our product in pre- and post-sales engagements
• Ensure completion of deliverables, managing schedules, meeting milestones, and ensuring technical success
• Conduct comprehensive onsite and remote training sessions for clients on product usage
• Provide ongoing technical support and troubleshooting via phone, email, or in-person
• Proactively identify process improvements and streamline customer support workflows
• Maintain accurate documentation of client interactions, implementation details, and support activities

Your profile

• You have 1-3 years of product Implementation or tech support experience and are excited about joining a forward-thinking company like Userlane
• Bachelor’s degree in Science, Engineering, Telecommunications or Electro-Technical education on the local Master or certified Technician level
• Proven experience in implementation consulting, project management, or customer support in the tech/ SaaS industry
• Strong technical aptitude for software applications and systems troubleshooting
• Exceptional interpersonal skills for effective client communication
• Ability to manage multiple projects, prioritize tasks, and meet deadlines
• Flexibility for occasional travel to client meetings or training sessions
• Experience with HTML and user authentication (SSO/SAML/2FA) is a plus
• Fluent German and English speaking and writing

What's in for you...

• Team & Culture: A high-performance culture with world-class leadership and a fun, engaged, motivated, and diverse team with people from over 20 countries
• Market: Userlane is among the global leaders in the young and rapidly growing Digital Adoption industry
• Growth: We take you and your development seriously. Take over responsibility from day one and have a real impact. In addition, we offer regular in-house training on diverse topics
• Benefits: We offer flexible benefits related to Savings and Security, Health and well-being, and Lifestyle and Leisure
• A beautiful office centrally located in the Munich East (Neue Balan), with free drinks and many events