Head of Client Success
vor 1 Monat
Please apply through our website with a resume in English
Your Mission:
As the Director of Customer Operations at Birdie, you will be instrumental in defining the trajectory of our services in the German market. Your primary objective will be to act as a reliable consultant and champion for Birdie's partners, ensuring their satisfaction at every interaction. You will be dedicated to their success in utilizing our platform.
Your role will involve establishing the post-sales framework, 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 ResponsibilitiesPlease apply through our website with a resume in English
How you will contribute:
- As the Director of Customer Operations for the German team, you will take the lead in developing processes and best practices for all post-sales functions in Germany. You will establish the post-sales operations.
- You will be the main point of contact and support for our German clients, assisting them in effective onboarding and providing ongoing support.
- Your responsibilities will include customer advocacy, managing escalations, and ensuring our German partners receive maximum value from Birdie's services.
- You will collaborate closely with clients and co-development partners, engaging 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 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 alongside other teams (Marketing, Sales, Product Delivery) to ensure a successful go-to-market strategy in Germany.
Please apply through our website with a resume in English
QualificationsWe would love 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 possess resilience. You enjoy tackling challenges that may not scale for our partners.
- You are fluent in German at a native level 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 primary contact for care agency managers and caregivers.
- You have experience working collaboratively across various functions, bridging the gap between users and internal teams (Customer Support, Sales, Product, etc.).
- You are highly organized, capable of bringing structure, transparency, and efficiency to a multitasking environment, executing tasks with speed and accuracy.
- You are proactive, results-driven, and willing to take ownership of your responsibilities.
- You are motivated, passionate, and self-driven.
Learning and Development Budget: Growth is essential. You will have a personal development budget for books, courses, training, and conferences; ongoing coaching within the team and with external experts.
Exceptional Team: You will work alongside individuals with backgrounds from leading companies.
Time Off: We believe that great work is achieved when you are at your best, so we offer a generous time-off policy: 30 days of base holiday, your birthday off, and company closure during the holiday season.
Fertility Leave: Birdie acknowledges the challenges associated with fertility treatments and supports all employees by providing additional paid leave.
Social Events: We organize numerous social events, quarterly retreats, and annual trips.
Inclusive Culture: We see ourselves as social entrepreneurs shaping a new kind of organization: caring, responsible, and committed to excellence.
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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