Head of Dach Customer Support

Die RIB-Gruppe ist der weltweit führende Anbieter von Softwarelösungen für die Steuerung von Projekt - und Unternehmensprozessen in der Bau - & Immobilienbranche. Mehr als 60 Jahre Branchenerfahrung befähigen uns, unser Ziel, die Bauindustrie zur nachhaltigsten und digitalisiertesten Branche des 21. Jahrhunderts voranzutreiben, mit unseren Kunden erfolgreich zu erreichen: „Building Better Together“. Die Vision, Bauprojekte durch digitale Arbeitsmethoden effizienter und transparenter zu machen, haben wir in den letzten Jahren bei unseren Kunden Realität werden lassen - doch damit geben wir uns noch nicht zufrieden: wir wollen der Bauindustrie die Spitzenposition der Zukunft sichern Dies ermöglichen unsere 2.500 Mitarbeiter*innen weltweit; davon > 500 Mitarbeiter*innen in DACH. Als eigenständiges Unternehmen der Schneider Electric eröffnen wir dir dabei nationale und internationale Karrierechancen und sinnstiftende Aufgaben in kaufmännischen und technischen Bereichen. Sei ein Teil davon #ONERIB - Work Location Note:_ _This is _not _a remote position but a hybrid model (2-3 days per week in the office in Stuttgart)._ As the Head of DACH Customer Support, you will take full ownership of leading and transforming the regional support function for our industry-leading construction software portfolio, including iTWO, RIB 4.0, etc. When our clients (architects/ engineers, construction companies, public sector customers, ) seek assistance post-purchase, they rely on our Customer Care Community for expert guidance and technical resolution. This leadership role is pivotal in driving operational excellence, enhancing support capabilities, and delivering a unified, premium customer experience across the DACH region. Why This Role Matters: The DACH support function is undergoing a transformation to improve quality, responsiveness, and operational maturity. As Head of DACH Customer Support, you will drive this change, embedding excellence, enabling proactive support, and ensuring every customer touchpoint reinforces RIB's reputation for quality and innovation. Reporting directly to the Senior Vice President Customer Care, you will define and drive this regional strategy that consistently meets strategic objectives and nurtures long-term customer trust. Key Responsibilities: Strategic Alignment- Align DACH support operations with the RIB Support Playbook, global business goals and ensure seamless cross-departmental collaboration. Governance & Compliance- Enforce standardized support processes, compliance frameworks, and continuous quality improvement across the DACH region. Inspirational Leadership- Build, lead, and develop a high-performing support team with a strong culture of ownership, accountability, and continuous learning. Operational Excellence in Incident Management- Drive structured resolution of customer issues with proactive escalation handling and transparent communication. SLA & Performance Management- Own SLA achievement through real-time monitoring, analytics, and performance optimization frameworks. Customer Insight & Sentiment Analysis- Leverage customer feedback and case trends to enhance the support experience and influence product and service improvements. Clear, Consistent Communication- Ensure professional, timely, and empathetic communication across all support channels, maintaining customer trust and clarity. Release & Readiness Ownership- Guarantee Support Team readiness for product releases through training, QA validation, and feedback loops into product teams. Product Mastery & Enablement- Cultivate expert-level knowledge of the product suite within the support teams to guide both customers and internal stakeholders effectively. Process Innovation & Automation- Continuously provide inout to refine local and global support workflows through automation, self-service, and lean process improvements. Cross-Functional Collaboration- Act as a critical interface to Consulting, Product, Sales, and Engineering, sharing insights that shape the customer journey and product roadmap. Data-Driven Leadership- Define, track, and report on KPIs (CSAT, SLA, deflection, release readiness) to steer strategic decisions and demonstrate impact. Required & desired Skills: - Proven experience in a leadership role within a DACH customer support function (or equal) in the software or technology industry.- Strong strategic thinking, analytical, and problem-solving skills.- Excellent communication, interpersonal, and relationship-building abilities.- Track record of leading organizational change, driving innovation, and embedding a customer-first mindset at scale.- Experience in working with diverse, geographically dispersed teams.- Experience with customer sentiment tools, SLA platforms, and knowledge base systems (Salesforce Service Cloud) is a plus.- Fluent in German and English (both C2-Level). Motivated by our values & vision, we drive the digital transformation of our customers - for a more digital,