Senior Customer Success and Support Manager (m / f / d)
We are looking for new colleagues to join our fast-growing Simon-Kucher Engine team as (Senior) Customer Success and Support Manager.
Simon-Kucher is at the forefront of innovation in our space, inventing business models, algorithms, solutions, and methodologies. And Simon-Kucher Engine’s digital end-to-end solutions deliver sustained top-line impact for our clients. Are you interested in working in a team of digital evangelists with a can-do attitude? Want to experience the dynamics of agile processes in open-minded teams? How about getting creative in a startup atmosphere with a steep development curve and flat hierarchies? And most importantly, do you want to make a difference? Then you'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 engagement, delivering quality work, and promoting optimal performance for every team member, and you will 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 to improve 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 skill set 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).
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