Team Lead Customer Success (m/f/x)

작업 내용

THE ROLE

As Team Lead Customer Success (m/f/x) you are responsible for the satisfaction of our B2B customers and thus also the success of our Customer Success Team. Your goal is to build structures and continuously improve internal processes to ensure their scalability while maintaining the best possible standard of care for Parkdepot’s growing customer base. Using your experience and expertise, you will lead and inspire a growing team and be responsible for developing and coaching new and existing Customer Success Managers.

YOUR MISSION

• You are responsible for the expansion and development of an outstanding Customer Success team
• You inspire, develop and coach all Customer Success Managers
• You create concepts for scalable team structures and processes and support the planned internationalization of Parkdepot
• You question the status quo, define and analyze key performance indicators in order to identify and enforce improvement potentials
• You continuously ensure industry-leading customer service and identify best practices to further optimize it
• You develop and implement cross- and up-selling measures for existing products and services
• With your deep customer understanding, you help drive innovation in the product roadmap and provide your insights to internal teams
• You report to the Head of Operations and work closely with colleagues from Customer Care, Project Management, Business Development, Tech and Product

WHAT YOU NEED TO SUCCEED

• You have at least three years of relevant work experience in Customer Success, Sales or Account Management as well as experience in building and leading a team, ideally in a scale-up or fast-growing startup
• You inspire your team with a strong focus on excellence and lead at eye level - knowing exactly how to create a motivating environment for your team and continuously recognizing the strengths and development potential of individual team members
• You define clear goals and KPIs for your team and are able to prioritize your and your team’s tasks
• You are passionate about improving processes, always putting the customer experience first
• You are a strong communicator with excellent written and spoken German and English skills and a strong customer and service orientation
• You have strong analytical skills, make data-based decisions and can quickly grasp complex situations and contexts
• You have an affinity for digital solutions and work confidently with systems such as Salesforce, Airtable and GSuite

WHY PARKDEPOT

Apart from the people, the role, our culture and mission, there are countless arguments that make Parkdepot a great place to work.

• Join us on our steep path to success, actively shape the future of Parkdepot and experience our startup spirit, a high level of professionalism and an open and transparent feedback culture
• To reward your trust in Parkdepot, we offer you a competitive compensation package, the opportunity to take on responsibility from the start and creatively contribute your own ideas
• YES to diversity: agile teams of all genders and from over 16 nations come together at our team events (on-site & digital) to celebrate shared successes
• Our employees are the foundation of our success and that’s why we invest in the personal and professional growth and development of each individual
• Your own chosen equipment is also available for private use
• Work in our central and modern office in the middle of Munich
• Your physical well-being is taken care of: fresh fruit, cold and hot beverages are waiting for you in our kitchen; in addition, we subsidize your lunch
• With the subsidized Qualitrain membership, you can train at 90 gyms and many other sports facilities at a reduced price