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Director of Customer Operations
vor 3 Monaten
Please submit your application through our official website with a resume in English
Your Role:
As the Head of Customer Operations at Birdie, you will be instrumental in defining the trajectory of our services in the German market. Your primary goal will be to act as a reliable partner and advocate for Birdie's clients, ensuring their satisfaction at every interaction. You will be responsible for their success in utilizing our platform.
Your duties will include establishing the post-sales operations, overseeing the onboarding, support, and customer success management teams. You will work to reduce customer churn, guarantee revenue retention, facilitate onboarding processes, deliver exceptional support to promote customer growth, and uncover opportunities for expansion with our partners.
Key ResponsibilitiesPlease submit your application through our official website with a resume in English
How You Will Make an Impact:
- As the Head of Customer Operations for the German division, you will be a trailblazer, taking on multiple roles and significantly contributing to the development of processes and best practices for all post-sales teams in Germany. You will establish the post-sales framework.
- You will be the main point of contact and support for our German clients, assisting them in effective onboarding and providing ongoing support.
- Your position will involve various tasks, including client advocacy, managing escalations, and ensuring our German partners receive maximum value from Birdie's offerings.
- By collaborating closely with clients and co-development partners, you will engage in strategic discussions, including cross-selling and upselling, to drive growth opportunities.
- You will analyze usage trends and provide insights during regular business reviews to ensure client satisfaction and retention.
- Actively participate in shaping Birdie's customer success strategies for the German market and cultivate strong relationships with key stakeholders within German accounts.
- You will work in conjunction 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
QualificationsWe are eager to hear from you if:
- You are enthusiastic about utilizing innovative technological solutions to enhance home care services for older adults in Germany.
- You thrive in dynamic environments and demonstrate resilience. You enjoy undertaking tasks that may not scale for our partners.
- You possess native-level proficiency in German or equivalent.
- You are located in Berlin or are willing to travel to the office a few days a week.
- 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 introduce structure, transparency, and efficiency in a multitasking work environment, executing tasks swiftly and accurately.
- You are proactive, results-driven, and ready to take ownership of your responsibilities.
- You are motivated, passionate, and self-directed.
Learning and Development Budget Growth is essential. You will have a personal development budget for books (e.g., free audible subscription), courses, training, and conferences; continuous coaching within the team and with external experts.
Exceptional Team. You will collaborate with individuals from diverse backgrounds, including Gorillas, Palantir, McKinsey, Amazon, and more.
Time Off. We believe that outstanding 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 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.
Regular Company Events We organize numerous social events, quarterly retreats, and annual trips (such as our memorable ski trips).
Inclusive Culture We view ourselves as social entrepreneurs creating a new type of organization: caring, responsible, yet striving for excellence. Read The Birdie Way to learn more.
Equal Opportunities Statement
We are an equal opportunity employer and aim 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.
