Customer Success Director

Save your power – empower your savings: Our mission is to revolutionize the strategic procurement of global industrial companies with ivoflow.

As a forward-thinking and innovative tech company, we are growing steadily, meeting the needs of our customers with cutting-edge software development combined with years of procurement experience in an international context. Our clients include renowned global companies such as Jaguar Land Rover, Baxter, and Dräxlmaier.

ivoflow is an AI-powered Procurement Intelligence Platform that provides purchasing software solutions to global industry leaders in the manufacturing space, serving the automotive, medical, construction, and engineering industry. Our technology enables industrial enterprises to optimize procurement, enhance efficiency, and drive cost savings.

We are looking for a Customer Success Director to build our customer service function from the ground up. This role is pivotal in ensuring client satisfaction, monitoring service delivery, driving user adoption and identifying opportunities for continuous improvement and promoting expansion of our services.

• Customer Relationship Management: Serve as the primary point of contact for customers, ensuring a seamless and valuable experience throughout the software delivery process.
• Onboarding & Engagement: Develop and implement an onboarding strategy to ensure smooth adoption of our solutions.
• Service Delivery Monitoring: Track customer progress and service performance, identifying areas for future optimization and enhancement to drive user adoption.
• Customer Feedback & Advocacy: Gather insights from customers, provide recommendations for improvements, and act as the customer advocate within the company.
• Collaboration: Work closely with internal teams (i.e. product/ sales etc.) to align customer needs with business objectives and product roadmaps.
• Account Management: Be the main contact at executive level for our customers, conducting executive review and feedback sessions and drive saving accelator projects with our customer to get the most out of our ivoflow tool.
• Consulting: Consult our Customers with Best-Practice-Strategic Procurement Know-how and how to use the the ivoflow tool most effectively.
• Retention & Growth: Drive customer satisfaction, leading to renewals and potential expansion of services.
• Process Development: Establish best practices, workflows, and tools to support customer success operations.

• Proven experience in Customer Success, Account Management, or a similar client-facing role within SaaS software solutions and procurement technology.
• Strong interpersonal and communication skills, with the ability to build trust and build long-term relationships.
• Analytical mindset with the ability to assess service delivery and propose improvements.
• Experience working with enterprise-level clients in manufacturing, automotive, or engineering is a must.
• Ability to manage multiple accounts, prioritize tasks, and work independently.
• Familiarity with CRM tools and customer engagement platforms

• Opportunity to shape and build a Customer Success function from scratch.
• Exposure to leading global enterprises in manufacturing, automotive, and engineering.
• Backoffice staff to support on managing the day-to-day customer requests and deliverables to allow valuable time for you to focus on strategic customer retention and driving expansion of number of users and promoting expansion of our services.
• A dynamic, fast-paced, and collaborative start-up environment.
• Competitive salary and benefits.

If you are passionate about customer experience, service excellence, and driving success in enterprise software, we'd love to hear from you