Director of Customer Operations

vor 3 Wochen

Berlin, Berlin, Deutschland birdie Vollzeit

Application Process:

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

Your Role:

As the Director of Customer Operations for the German market at Birdie, you will be instrumental in defining the future trajectory of our organization in Germany. Your primary objective will be to act as a trusted partner and advocate for Birdie's clients, ensuring their satisfaction at every interaction. You will be responsible for their success in utilizing our services.

Key Responsibilities:

  • Lead the development of the post-sales operations, overseeing the onboarding, support, and customer success management teams.
  • Implement strategies to reduce customer churn, maintain revenue retention, and facilitate effective onboarding processes.
  • Deliver exceptional support to promote customer growth and identify opportunities for expansion with our partners.
Specific Duties

Your Contributions:

  • As the Director of Customer Operations for the German division, you will take on a pioneering role, developing processes and best practices for all post-sales teams in Germany.
  • Act as the main point of contact for our German clients, assisting them with effective onboarding and ongoing support.
  • Manage customer advocacy efforts, handle escalations, and ensure our German partners gain maximum value from Birdie's offerings.
  • Engage in collaborative discussions with clients and co-development partners, focusing on cross-selling and upselling to foster strategic growth.
  • Analyze usage trends and provide insights during regular business reviews to enhance customer satisfaction and retention.
  • Contribute to the formulation of Birdie's customer success strategies tailored for the German market, establishing strong relationships with key stakeholders.
  • Work in conjunction with other departments (Marketing, Sales, Product Delivery) to ensure a successful market approach in Germany.

Qualifications:

We encourage applications from individuals who:

  • Are passionate about utilizing innovative technological solutions to enhance home care services for older adults in Germany.
  • Thrive in dynamic environments and demonstrate resilience, willing to undertake tasks that may not scale for our partners.
  • Possess native-level proficiency in German or equivalent.
  • Are based in Berlin or are willing to travel to the office periodically.
  • Exhibit excellent communication skills and are comfortable being the primary contact for care agency managers and caregivers.
  • Have experience collaborating across functions, bridging the gap between users and internal teams (Customer Support, Sales, Product, etc.).
  • Are highly organized, capable of bringing structure, transparency, and efficiency to a multitasking environment, executing tasks swiftly and accurately.
  • Demonstrate proactivity, results orientation, and a willingness to take ownership of responsibilities.
  • Are driven, passionate, and self-motivated.
What We Offer:

Learning and Development Budget: We prioritize growth. You will have a personal development budget for books, courses, training, and conferences, along with continuous coaching within the team and with external experts.

Collaborative Team Environment: Work alongside professionals from diverse backgrounds, including experience from notable companies.

Generous Time Off: We believe in the importance of rest for optimal performance, offering a comprehensive time-off policy that includes 30 days of base holiday, your birthday off, and company closure during the holiday season.

Supportive Policies: We recognize the challenges associated with fertility treatments and provide additional paid leave to support our employees.

Engaging Company Culture: We foster a culture of social entrepreneurship, responsibility, and excellence. Discover more about our values in The Birdie Way.

Commitment to Equal Opportunities: We are an equal opportunity employer, striving to minimize unconscious bias in our hiring process. All applicants will be considered for employment without regard to ethnicity, religion, sexual orientation, gender identity, family status, national origin, veteran status, neurodiversity, or disability.

Birdie provides essential digital tools for domiciliary care providers, enabling them to manage, grow, and succeed in delivering outstanding care.

Operating across the UK and Europe, Birdie is a B-Corp certified business recognized as a leading provider in the Home Health Tech sector.

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