Job Description
99designs by Vista is the world's global creative platform that makes it easy for clients and designers to work together to create designs they love. Since 2008, our freelance community has brought more than one million creative projects to life for thousands of genius entrepreneurs, savvy small business owners, and brands with big ideas. As part of the Vista family, which includes VistaPrint and VistaCreate, 99designs helps small businesses thrive with expert design at their fingertips.
We're committed to creating a diverse and inclusive culture that welcomes, supports, and celebrates individuals from all experiences and backgrounds. We know this is what enables us to build a stronger, more creative environment – both on our platform and within our teams.
Join our dynamic Account Management team at 99designs by Vista, where you'll help guide and support high-value clients through their whole creative journey - from onboarding to successful project delivery. This full-time role (9 - 6 CEST, EU-based) is a one-year opportunity to make a meaningful impact while working closely with passionate colleagues and creative professionals. If you're service-minded, proactive, and fluent in English and German, we'd love to hear from you!
What makes working for Vista so unique?
Find out by watching this video: https://www.youtube.com/watch?v=9nk8Z901AW4
With offices in Melbourne, Tunis, Manila, and Berlin, we are fortunate to bring together the expertise and perspectives of talented people from all over the world. In addition, we offer the following:
- The opportunity to work from home, saving you the commute.
- A monthly home office allowance of €85 - a financial contribution toward your electricity and internet costs.
- Financial support to set up your home office.
- A free gym membership with Urban Sports Club.
- A comprehensive, paid 2-week training phase at the beginning, as well as regular learning and development sessions, and individual support in developing your own skills.
- An appreciative atmosphere and plenty of freedom to make decisions, so you can find solutions for customers independently.
- Regular team events.
- One volunteer day per year to support an organization or initiative that is close to your heart.
- High-quality Mac equipment.
Our team in Berlin is made up of numerous nationalities and currently comprises a total of 11 talented members with a passion for great design.
- Provide fast, in-depth, priority support for Platinum contest clients (top-paying), including creative and design consultations via outbound calls and email.
- Claim new clients who have purchased our ‘Creative Consultant' contest add-on and work closely with them to ensure the success of their contest.
- Develop trusted advisor relationships with high-value customers.
- Build ongoing relationships with all clients to promote retention and enhance our reputation through word of mouth.
- Serve as the primary point of contact for assigned Pro-level customers enrolled in the 99designs Pro program.
- Deliver timely, proactive, and personalized support.
- Inform clients about site improvements, new features, and product offerings.
- Provide brand development advice to top-paying customers and recommend additional product offerings that may lead to new sales.
- Continuously expand your knowledge of related areas in SMB design projects (e.g., digital marketing, web development, large-scale printing).
- Recommend curated lists of designers for 1-to-1 hire based on onboarding project needs.
- Manage daily queues and email leads to schedule consultations.
- Educate clients on branding and the full range of product offerings.
- Ability to think innovatively and develop solutions on the spot.
- Ability to take deep ownership of a client and support their success as if you were part of their business.
- Experience in an omnichannel environment; this role primarily involves email and phone support.
- Excellent written and verbal communication skills in German and English (other languages are a plus).
- Ability to communicate effectively with a variety of audiences, including across teams and to leadership.
- Strong interpersonal skills.
- Flexibility and adaptability in a dynamic environment.
- Skilled in de-escalating customer issues.
- Strong self-starter with the ability to manage workload proactively.
- Experience in soft sales - while this is not a sales role, we aim to make recommendations that help our customers succeed.
- Above all, obsess over our customers' needs.
Nice to have:
- Experience with Zendesk.
- Experience with 99designs.