Hi Florian, could you briefly introduce yourself?
I’m Florian, and I work as a Customer Success Manager at BCT Technology AG. I originally come from a different professional background. After studying Business Administration and Business Management, I spent more than 12 years in various roles at a trading and services company before joining BCT in February 2024. Outside of work, I’m passionate about volunteering as a board member in a sports club, and I’m very much a family person.
What are your responsibilities at BCT?
As a Customer Success Manager, my work focuses on two key aspects: customer satisfaction and customer success. This means that, together with our customers, we define their expectations and clarify what success truly means for them. Only then, as a strategic partner, can we ensure that we make our customers more satisfied and more successful.
Working side by side with our customers, we regularly assess whether we are doing everything possible to help them achieve their goals, or whether course corrections are required. In Customer Success Management, our customers are supported continuously and intensively throughout this process. Because only when our customers succeed, do we succeed as well.
Alongside customer care, I am also involved in an internal strategic project, where I lead initiatives designed to further improve customer satisfaction and strengthen customer loyalty. At BCT, customer satisfaction is the number one priority.
What does "creating value together" mean for you?
If our customers succeed, then so do we. True success can only be achieved when we work together with our customers as equals, moving in the same direction — towards a successful digital future. 🤝
Describe your job in three words.
Customer centricity, diversity, and collaboration.
What is important to succesfully accompany a company through its transformation?
It’s not just about offering a solution to the customer — it’s about finding the right solutions for their specific challenges. Solutions that truly help them achieve their goals. It’s also about accompanying the customer throughout the digital transformation and standing by their side.
Because in the end, beyond the solution itself, it’s ultimately the people who matter — the ones who use the solution effectively and efficiently. This entire process of change within companies is what we must support and guide as a whole.
You’ve been with BCT since February 2024. Tell us, how did you experience the onboarding process?
As I mentioned, I don’t have a technical background. So for me, entering the world of PLM, mechanical engineering, and automotive was completely new. But from day one, I felt welcomed and supported. There is a clearly structured onboarding plan, and you are assigned a mentor who guides you through the first steps. Each department introduces itself personally, so you quickly get the bigger picture. At regular intervals, you also check in with your manager to review the progress of your onboarding. And the great thing is: it doesn’t take long until you can actively contribute yourself. Step by step, you take on responsibility for specific tasks and projects early on.
