The art of finding solutions in retail - A conversation with Florian Rösch about market observation and the feedback loop

Florian Rösch, Customer Success Manager at oraya, brings with him a wealth of experience from various sectors. Before studying business administration with a focus on controlling and his love of bouldering, Florian Rösch completed a social year in a hospital and a dual study program at the tax office, among other things. Throughout all this experience, his main focus was always on finding joint solutions to his clients' challenges.

Join us to learn more about his professional development, the intricacies of his role and his insights on incorporating customer feedback to optimize oraya's offerings in a targeted way.

You have gained experience in a wide variety of areas. How did you decide to take on a role in customer service?

Florian Rösch: My decision to commit to a customer support role at oraya stemmed from a variety of experiences and contacts I have made throughout my career. One of the key moments was my contact with Jan, one of the co-founders of oraya. This contact was made through Jannis, a fellow student and friend of mine who works as a Customer Success Manager at oraya. Jannis told me about the exciting opportunities and innovative way of working at oraya, which sparked my interest in working in this field.

With my background in business administration and my experience from a social year in a hospital and a dual study program at the tax office, I have a wide range of experience. This diverse experience has helped me a lot in customer service.

I graduated from high school with a major in economics. The social year at the hospital not only helped me to develop personally, but also to develop a strong sense of the importance of supporting other people. I had the opportunity to be there for others and to help prevent or solve problems.

During my dual studies at the tax office, which I completed over a period of three years, I gained valuable experience in administration. This involved working with taxpayers to find solutions to complex tax issues. This experience showed me how important it is to communicate effectively when solving problems and to respond to the individual needs of clients.

It quickly became clear to me during my business studies that working in client services was the perfect opportunity to use my diverse experience and passion for communication to provide the best possible service to our clients. It is a fulfilling role to work closely with our customers and help them achieve their goals.

Florian, could you give us an insight into your role as Customer Success Manager at oraya? What tasks does your position involve?

Florian Rösch: In my role as Customer Success Manager at oraya, my tasks cover various areas. First of all, there is a focus on data maintenance for existing customers, especially customers who use oraya insights. This involves ensuring that the data collections are always up-to-date and accurate in order to provide our customers with valuable insights.

Another important aspect of my work is the dialog with our customers. This includes answering any questions they may have and providing information on updates and news regarding our software. Regular telephone contact and scheduled meetings are part of our communication to ensure that our customers are well looked after.

Collecting feedback from our customers is also an important part of my job. This feedback is crucial in order to continuously develop our products and services. For example, I collect feedback for specific use cases, such as the requirements of manufacturers for authenticating unauthorized sellers. This is about finding solutions that are tailored to the needs of our customers; proactively finding compromises to ensure that our customers can benefit from our solutions in the best possible way.

I also play an important role in onboarding new customers. I conduct interviews to gather the most important information and support them with onboarding. This includes understanding what is important for a successful collaboration.

These different aspects of my role as Customer Success Manager allow me to build strong relationships with our customers, understand their concerns and ensure that they can work successfully with oraya in the long term.

How do you integrate customer feedback into your way of working to ensure that oraya optimally fulfills their needs and requirements?

Florian Rösch: Feedback from our customers is invaluable to us as it helps us to continuously optimize our services and ensure that we meet their needs and requirements in the best possible way. When it comes to collecting and integrating customer feedback, we have a clear approach at oraya.

First of all, we collect constructive feedback from our customers. This can be in the form of suggestions, ideas for improvement or feedback on the software. This feedback is extremely valuable as it gives us insight into the specific requirements and expectations of our customers.

Integrating the feedback into my way of working is done in close cooperation with my team and the relevant departments at oraya. Together, we analyze the feedback and check whether the proposed changes or optimizations make sense and can be implemented. We assess whether these changes create added value for our customers and contribute to improving our software.

For more complex problems or challenges in particular, I work closely with our customers to find solutions together. This proactive approach allows us to address the individual needs and concerns of our customers and ensure that they are always satisfied.

Overall, integrating customer feedback is an important part of the way we work at oraya, as it helps us to continuously optimize our services and ensure that we provide the best possible support for our customers.

How do you see your personal development at oraya? Are there specific goals that you would like to achieve in your position as Customer Success Manager?

Florian Rösch: My personal development at oraya is of great importance to me. As a Customer Success Manager, I already have a lot of responsibility as I work closely with our customers to ensure that they get the best possible benefit from our services.

In the future, I aim to further develop my skills and responsibilities outside of customer support. One goal that I am currently pursuing at oraya in addition to customer support is the planning and implementation of controlling within the company. Thanks to my degree in business administration with a focus on controlling, I am able to contribute my knowledge and experience in this area to my work at oraya. This includes corporate development and the strategic orientation of oraya. I help to draw conclusions that contribute to investment planning and ensuring the company's liquidity. These are important aspects to ensure that oraya remains successful in the long term and can continue to grow.

Overall, I see my career at oraya as a journey of continuous development and learning. My goal is to continuously optimize both my own skills and the experience of our customers to further our mutual success.

oraya will continue to innovate and shape the future of the IT industry. This interview is a reflection of our shared experiences and the remarkable journey of the team members. We hope that this personal insight into the oraya team has given you a better understanding of our company's values, ambitions and commitment.