DELA Akademie

Bookkeeper

• Deliver instruction in: Financial Accounting (basic & advanced), Taxation, DATEV (journal entries, voucher posting, reports, practical application)
• Teach practical, real-world case studies
• Prepare teaching materials and exercises
• Document according to internal quality standards
• Contribute to the development of teaching quality and the internal instructor team

Internal Instructor for Tax & Accounting, DATEV

Customer Success Manager

• Support with the implementation of an enhanced CRM system
• Support in operational customer support (email, phone, CRM)
• Structured documentation in our CRM system (Pipedrive)
• Analysis of recurring inquiries and identification of optimization potential
• Contributing to the setup and further development of our complaints management
• Creation and optimization of standard processes and communication guidelines
• Support with KPI tracking in Customer Success (e.g., response times, satisfaction, escalation rates)

Internship in Customer Success, Process Management

• Unterstützung bei der Einführung eines erweiterten CRM Systems
• Unterstützung im operativen Customer Support (Mail, Telefon, CRM)
• Strukturierte Dokumentation in unserem CRM-System (Pipedrive)
• Analyse wiederkehrender Anliegen und Ableitung von Optimierungspotenzial
• Mitarbeit beim Aufbau und der Weiterentwicklung unseres Beschwerdemanagements
• Erstellung und Optimierung von Standardprozessen und Kommunikationsleitfäden
• Unterstützung bei KPI-Tracking im Customer Success (z. B. Reaktionszeiten, Zufriedenheit, Eskalationsquoten)

Internal Instructor for Tax & Accounting, DATEV

Internship in Customer Success, Process Management

Praktikum im Customer Success, Prozessmanagement