Head of Client Services

vor 3 Monaten

Berlin, Berlin, Deutschland birdie Vollzeit

Please submit your application through our official website with a resume in English

Your Mission:

As the Head of Customer Operations at Birdie, you will be instrumental in driving the success of our organization within the German market. Your primary goal will be to act as a reliable advisor and advocate for Birdie's partners, ensuring their satisfaction at every interaction. You will be dedicated to helping them achieve success with our offerings.

Your key responsibilities will include establishing the post-sales operations, overseeing the onboarding, support, and customer success management teams. You will work to reduce churn, maintain gross revenue retention, facilitate customer onboarding, deliver exceptional support to foster customer growth, and identify opportunities for expansion with our partners.

Key Responsibilities

Please submit your application through our official website with a resume in English

How you will contribute:

  • As the Head of Customer Operations for the German division, you will take on a pioneering role, donning multiple hats and significantly contributing to the development of processes and best practices for all post-sales teams in Germany. You will be responsible for building the post-sales operations.
  • You will be the main point of contact and support for our German clients, ensuring effective onboarding and ongoing assistance.
  • Your role will involve various tasks, including customer advocacy, managing escalations, and ensuring our German partners gain maximum value from Birdie's platform.
  • In collaboration with customers and co-development partners, you will engage in commercial discussions, including cross-selling and upselling, to drive strategic growth opportunities.
  • You will analyze usage trends and provide insights during regular business reviews to ensure customer satisfaction and retention.
  • Actively participate in the formulation of Birdie's customer success strategies for the German market and cultivate strong relationships with key stakeholders within German accounts.
  • You will work closely with other teams (Marketing, Sales, Product Delivery) to ensure a successful go-to-market strategy in Germany.

Please submit your application through our official website with a resume in English

Requirements

We would love to hear from you if:

  • You are enthusiastic about utilizing innovative technological solutions to enhance the delivery of home care services to older adults in Germany.
  • You thrive in fast-paced environments and demonstrate resilience. You enjoy engaging in tasks that may not scale for our partners.
  • You possess native-level proficiency in German or equivalent.
  • You are based in Berlin or are willing to travel to the office periodically.
  • Your communication skills are exceptional, and you are comfortable being the initial point of contact for care agency managers and caregivers.
  • You have experience working collaboratively across various functions on a daily basis, bridging the gap between users and internal teams (Customer Support, Sales, Product, etc.).
  • You are highly organized and can bring structure, transparency, and efficiency to a multitasking work environment, executing tasks with speed and precision.
  • You are proactive, results-driven, and willing to take ownership of your responsibilities.
  • You are motivated, passionate, and self-driven.
Benefits

Learning and Development Budget: Growth is essential. You will have a personal development budget to invest in books (e.g., free audible subscription), courses, training, and conferences; ongoing coaching within the team and with external experts.

Exceptional Team: You will be working alongside individuals with backgrounds from leading companies such as Gorillas, Palantir, McKinsey, Amazon, and more.

Time Off: We believe that great work is achieved when you are at your best, so we have designed a time-off policy that allows ample rest: 30 days of base holiday, your birthday off, and company closure between Christmas Eve and New Year, enabling you to spend quality time with your loved ones.

Fertility Leave: Birdie acknowledges the emotional and physical challenges that may arise during fertility treatments and supports all employees by offering 5 additional paid days of leave.

Frequent Company Socials: We organize numerous social events, quarterly retreats, and annual trips (including our exciting ski trips).

Outstanding Culture: We see ourselves as social entrepreneurs shaping a new kind of organization: caring, responsible, yet fostering excellence. Read The Birdie Way to learn more.

Equal Opportunities Statement

We are an equal opportunity employer and strive to minimize unconscious bias throughout our hiring process. All applicants will be considered for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.

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