- Magdeburg / Germany
Head of Support and Customer Success
GDEXA is presenting you a great opportunity to join a fast-growing start-up in the IoT and ML area.
This software company develops the next-generation IoT platform and technology that will change how billions of devices connect and interact with information and one another. Their products handle information at a massive scale and build the spine of the upcoming interconnected revolution.
What you’ll do:
- Lead the Internal Customer Service team to deliver against Service KPIs relating to: Service, Quality, People and Cost
- Financial accountability for the Operational cost centre, managing costs and performance in line with budget and new client expansion
- Drive a Right-First-Time culture, ensuring compliance with internal Quality and Governance procedures and measures
- Develop and implement robust processes to deliver high quality service proving the right resolution to our external customers
- Build and develop the strategic roadmap for customer service technology evolution
- Demonstrate Leadership through engagement of teams and key internal and external stakeholders – taking the lead on bringing to life Engagement Plans and improving engagement scores
- Identify and deliver efficiencies and savings in line with the group financial targets
- Responsible for the interaction with our Sales Teams, supporting them in delivering business growth opportunities
- Attend customer reviews sessions as the Customer Services expert
What you’ve done:
- Experience of leading a Pan-European and ideally, Global customer service operation
- Understands the interrelationships of several key disciplines and integrates this knowledge to achieve goals
- Substantial expertise in managing practical and operational issues arising from high volume customer contact, preferably in a patient or medical end user environment
- You are a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help, yet independent enough to find existing knowledge too
- Operational leadership in customer centric profit center and operations management
- In depth knowledge of service level and customer experience measurements
What you ideally have:
- Excellent communication skills in German and English (Written and Verbal)
- Strong problem-solving and analytical skills
- Solid attention to detail
- Demonstrable troubleshooting skills
- Strong customer service skills and empathy
- Fluent written and verbal English, other languages a strong plus
- On-the-job experience troubleshooting enterprise customer issues
- Understanding of networking and distributed systems
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