Customer Success - Access Operations Specialist

Location: Berlin, Germany (Hybrid)

Company

hirify.global develops a medical learning and clinical decision support tool enhanced by AI, serving medical professionals in over 180 countries.

What you will do

• Manage and prioritize requests from B2B Sales and institutional administrators for license and trial launches.
• Advise Sales stakeholders and institutional customers on suitable hirify.global access methods, explaining technical concepts and making situation-specific recommendations.
• Coordinate the technical implementation of agreed access methods with institutional IT teams and internal stakeholders.
• Manage complex access projects, including single sign-on and licenses with multiple access methods, from scope definition through go-live.
• Analyze customer adoption patterns and turn usage data into recommendations that support institutional success and engagement.
• Collaborate with Engineering, Data, Sales, Marketing, and other departments to resolve customer challenges and improve support processes.

Requirements

• Previous customer success or customer support experience, ideally 1–2 years or an internship, combined with a degree in Business Administration, Marketing, Management, or a relevant field.
• Outstanding written and verbal communication skills, with the ability to simplify complex topics for different audiences.
• Pragmatic, action-oriented approach to handling a high volume of requests and delivering timely solutions.
• Ability to make well-reasoned decisions with incomplete information, explain decisions, and learn from mistakes.
• Ability to build rapport with stakeholders across countries and seniority levels through clear, authentic communication.
• Project management mindset and ability to organize work independently while delivering complex projects on time and to the required quality.
• Analytical mindset and affinity for numbers, with the ability to interpret usage analytics and derive customer insights.
• Interest in improving efficiency, internal processes, and supporting materials.

Culture & Benefits

• Growth mindset, continuous learning, perseverance, and development through feedback and coaching.
• Full-time employment in a hybrid Berlin-based role.
• 30 paid vacation days, an hirify.global holiday, and a personal purpose day.
• Healthy breakfast and lunch prepared by an in-house chef, hirify.global daycare, and the option to work remotely from hirify.global offices in Cologne, Sardinia, and Cape Town.
• Urban Sports Club M plan, Fitbit Versa 3, and Deutschland Ticket.
• Inclusive and respectful environment with equal opportunity for people of all backgrounds.