Customer Success and Support Team Lead
vor 2 Wochen
We are seeking a highly skilled Customer Success and Support Manager to join our fast-growing Simon-Kucher Engine team. As a key member of our team, you will be responsible for developing and managing a scalable multi-product customer success and support team and operations.
Key Responsibilities:
- Develop and manage a scalable multi-product customer success and support team and operations.
- Ensure and evaluate customer success and satisfaction for both our custom and off-the-shelf software solutions.
- Recruit, coach, and train customer success and support representatives.
- Ensure engagement, deliver quality work, and promote optimal performance for every team member, and remove roadblocks to their work.
- Monitor and guarantee that our service level agreements with clients are fulfilled in collaboration with technical and service teams.
- Be the primary point of escalation for incoming support incidents.
- Review support cases and statistics to improve processes, and report key numbers and trends to management.
Requirements:
- Bachelor's or master's degree in business, computer science, or a related field.
- Minimum 5 years of professional experience in customer success or support organizations in the software industry.
- Robust analytical and problem-solving abilities, coupled with a hands-on mentality.
- Strong interpersonal, communication, and team building skills, together with time-management, planning, and organizational skills.
- Ability to work collaboratively and thrive in a team environment.
- Fluency in English (proficiency in additional languages, especially German, is a strong advantage).
About Simon-Kucher:
- Advance your career with exciting professional opportunities in our thriving company with a startup feel.
- Add to your experience with our projects that focus on growth, have a positive impact, and truly matter.
- Voice your unique ideas in a corporate culture defined by our entrepreneurial spirit, openness, and integrity.
- Feel at home working with our helpful, enthusiastic colleagues who have great team spirit.
- Broaden your perspective with our extensive training curriculum and learning programs.
- Speak your mind in our holistic feedback and development processes.
- Satisfy your need for adventure with our opportunities to live and work abroad in one of our many international offices.
- Enjoy our benefits, such as hybrid working, daycare allowance, corporate discounts, and wellbeing support.
- Unwind in our break areas where you can help yourself to the healthy snacks and beverages provided.
- See another side of your coworkers at our frequent employee events and highly anticipated World Meeting and Holiday Party.
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