(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).
Vor 30+ Tagen