(Senior) Customer Success and Support Manager (m/f/d)

Senior) Customer Success and Support Manager (m / f / d)

InGermany - Berlin Bonn Cologne Frankfurt / Main Hamburg Munich

We are looking for newcolleagues to join our fast-growing Simon-Kucher Engine team as (Senior)Customer Success and Support Manager.

Simon-Kucher is at the forefront of innovationin our space, inventing business models, algorithms, solutions, and methodologies.

And Simon-Kucher Engine’s digital end-to-endsolutions deliver sustained top-line impact for our clients. Are you interestedin working in a team of digital evangelists with a can-do attitude?

Want toexperience the dynamics of agile processes in open-minded teams? How aboutgetting creative in a startup atmosphere with a steep development curve andflat hierarchies?

And most importantly, do you want to make a difference? Thenyou've come to the right place.

What makes us special :

• Advance your career with exciting professional opportunities in our thriving company with a startup feel
• Add to your experience with our projects that focus on growth, have a positive impact, and truly matter
• Voice your unique ideas in a corporate culture defined by our entrepreneurial spirit, openness, and integrity
• Feel at home working with our helpful, enthusiastic colleagues who have great team spirit
• Broaden your perspective with our extensive training curriculum and learning programs (e.g. LinkedIn Learning)
• Speak your mind in our holistic feedback and development processes (e.g. 360-degree feedback)
• Satisfy your need for adventure with our opportunities to live and work abroad in one of our many international offices
• Enjoy our benefits, such as hybrid working, daycare allowance, corporate discounts, and wellbeing support (e.g. Headspace)
• Unwind in our break areas where you can help yourself to the healthy snacks and beverages provided
• See another side of your coworkers at our frequent employee events and highly anticipated World Meeting and Holiday Party

How you will create an impact :

• You will be in charge of developing and managing a scalable multi-product customer success and support team and operations.
• You will be responsible for ensuring and evaluating customer success and satisfaction for both our custom and off-the-shelf software solutions.
• Your role will involve recruiting, coaching, and training customer success and support representatives.
• Your responsibility will also include ensuring of engagement, delivering quality work, and promoting optimal performance for every team member, and you remove roadblocks to their work.
• You will monitor and guarantee that our service level agreements with clients are fulfilled in collaboration with technical and service teams.
• You will be the primary point of escalation for incoming support incidents.
• You will review support cases and statistics toimprove processes, and report key numbers and trends to management.

About you :

• You have a bachelor’s or master’s degree (business, computer science or a related field).
• Your professional journey includes a minimum of 5 years of professional experience in customer success or support organizations in the software industry.
• Your skill set includes robust analytical and problem-solving abilities, coupled with a hands-on mentality.
• You possess strong interpersonal, communication and team building skills together with time-management, planning, and organizational skills.
• Your skillset includes the ability to work collaboratively and thrive in a team environment.
• You are fluent in English (proficiency in additional languages, especially German, is a strong advantage).

Have we sparked yourinterest? and .

If you’d like tosupport our team with your expertise, experience, and commitment, we arelooking forward to receiving your application.

About Simon-Kucher

Simon-Kucheris a global consultancy with more than 2,000 employees in 30 countries.

Our solefocus is on unlocking better growth that drives measurable revenue and profitfor our clients. We achieve this by optimizing every lever of their commercialstrategy product, price, innovation, marketing, and sales based on deepinsights into what customers want and value.

With nearly 40 years of experiencein monetization topics of all kinds, we are regarded as the world’s leadingpricing and growth specialist.

We believe in building a culture that embracesdiversity, equity, and inclusion, creating an environment in which our peoplefeel valued, are able to be themselves and feel their contribution matters.

Ifwe get that right, remarkable things will happen; people will grow faster,innovate, feel valued, and create better outcomes for everyone our people,our clients and, of course, our business.

Your personal contact :

Maria Weininger

Tel. +49 (0)228 9843-0

Better growth starts here. With you.