Head of Customer Success (m/f)

  • Customer Success
  • München, Germany

Head of Customer Success (m/f)

Job description

We are expanding and looking for a highly-motivated Head of Customer Success (m/f) to actively support our team in our Munich office. 


You will be responsible for presales support, consulting and all strategic customer related activities after contract signature, enabling a high customer satisfaction, and increased customer value.

 

MISSION

  • develop and implement a strong customer centered culture
  • foster customer engagement and satisfaction
  • assemble your own world-class team
  • create a dynamic customer community and promote network effects
  • convert customers into optile enthusiasts

 

KEY RESPONSIBILITIES

  • lead a team of employees and working students in planning and organizing their work in the areas of presales support, customer consulting, and market research
  • coordinate all strategic customer related activities with stakeholders from the customer and technical integrators
  • organize cross-functional cooperation and set priorities for your internal peers from product, development, operations, and sales
  • introduce and set up customer reviews and satisfaction indicators
  • organize customer relationship building- and knowledge sharing events
  • support customers in the optimization of process design, payment portfolio structure, conversion & customer lifetime, payment costs, and risk management
  • manage consulting partners and technical partners of optile (shop platforms, system integrators etc.)
  • train consulting- and technical partners

Requirements

REQUIRED SKILLS

  • excellent communication skills
  • fluent in English and German, writing and editing skills
  • good management knowledge involving multiple international parties
  • experience in navigating complex and sometimes escalating situations
  • proven track record in team management
  • a hands-on, startup-, and team player attitude
  • a good technical understanding
  • an analytical mindset
  • at least 5 years of work experience
  • proficient in MS Word, Excel, and PowerPoint


 

DESIRED SKILLS

  • practical knowledge in large scale projects
  • experience in international environments
  • knowledge of digital business models or the online payment industry
  • basic understanding of web technologies

 

WHAT WE OFFER

  • one of the most important leadership positions in the company
  • the ability to shape the success of this company and to build a sustainable customer base
  • the possibility to become a key pillar of the company and its success
  • freedom to shape and grow this new department for customer success
  • the chance to grow your set of skills, to become an expert in payment and leadership, to participate in leadership and project management advanced training sessions
  • have a personal mentoring by industry experts and senior executives that are part of the optile world within and outside of optile
  • experience a high-growth market with many open challenges to solve
  • unusual employee benefits reaching from free beverages and weekly team dinners to a flexible working style