Customer Success and Support Team Lead

Vor 6 Tagen

Bonn, Nordrhein-Westfalen, Deutschland Simon-Kucher Vollzeit
About the Role

We are seeking a highly skilled (Senior) Customer Success and Support Manager to join our fast-growing Simon-Kucher Engine team. As a key member of our organization, you will be responsible for developing and managing a scalable multi-product customer success and support team and operations.

Key Responsibilities
  • Develop and implement strategies to ensure customer success and satisfaction for our custom and off-the-shelf software solutions.
  • Recruit, coach, and train customer success and support representatives to ensure optimal performance and engagement.
  • Monitor and guarantee that our service level agreements with clients are fulfilled in collaboration with technical and service teams.
  • Serve as the primary point of escalation for incoming support incidents and review support cases and statistics to improve processes.
About You
  • You have a bachelor's or master's degree in business, computer science, or a related field.
  • You have a minimum of 5 years of professional experience in customer success or support organizations in the software industry.
  • You possess strong analytical and problem-solving abilities, coupled with a hands-on mentality.
  • You have excellent interpersonal, communication, and team building skills, as well as time-management, planning, and organizational skills.
  • You are fluent in English (proficiency in additional languages, especially German, is a strong advantage).
What We Offer
  • Exciting professional opportunities in a thriving company with a startup feel.
  • Projects that focus on growth, have a positive impact, and truly matter.
  • A corporate culture defined by our entrepreneurial spirit, openness, and integrity.
  • A holistic feedback and development process, including 360-degree feedback.
  • Opportunities to live and work abroad in one of our many international offices.
  • A comprehensive benefits package, including hybrid working, daycare allowance, corporate discounts, and wellbeing support.

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