• 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

Instant application

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GDEXA Careers - Application