Director of Customer Experience (m/f/d)

What we are looking for:

To help us on our mission, we are looking for a talented and highly ambitious Director Customer Experience. This global leadership role is central to guiding our Customer Success, Technical Support, and Account Services teams. This role is responsible for orchestrating an exemplary customer journey, from onboarding to the beginning of our renewal process, seamlessly integrating support and technical consulting to deliver outstanding customer service. Key responsibilities include analysing customer interactions, leading customer satisfaction evaluations, and developing comprehensive strategies to identify and leverage opportunities for improvement. This role is pivotal in ensuring that every customer experience is exceptional, thereby driving business success and customer loyalty. 

• Together with your global teams, Customer Success, Technical Support and Account Services, you are responsible for the customer lifecycle. 
• You will conduct needs analyses on the customer journey. You are responsible for evaluating and processing all collected results on customer satisfaction, model end-to-end customer experience processes and identify potentials for improvement  
• You are the customers advocate within the organization   
• You will be the driver for scaling the Customer Experience organization, incl. recruiting and identifying infrastructure needs to expand on the communication channels, such as IVR, Chat, social media, call centre, etc.   
• Within your Customer Success team, you will ensure a superior onboarding experience for all customer segments, drive product adoption and within personal touch points, you will make sure to expand the network within our client base to potentially identify new business areas, where we can help our clients to scale.   
• You will provide team members/direct reports with clear direction and targets that are aligned with business needs  
• You will continuously monitor and evaluate team workload and organizational efficiency and make appropriate changes to meet business needs.  

Basic Qualifications:

• Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
• You have profound professional experience in a leading position in a customer facing team environment, ideally within a strongly growth-driven organization   
• You have a degree in business administration or similar  
• You are driven, almost obsessed by customer satisfaction and have a strong service mindset  
• You have experience in follow-the-sun support environment (remote teams across the globe) with multi-level support units and multi-tier customer management teams   
• You have a broad understanding of SaaS products and IT technology   
• You have excellent analytical skills, make data-driven decisions and constantly keep an eye on the relevant KPIs in your area  
• You work independently and well structured  
• Assertiveness, strong communication and presentation skills

Preferred Skills and Experience:

• Passion for customer service excellence and a deep understanding of customer engagement technologies and strategies within the SaaS industry. 
• Analytical ability to evaluate customer engagement data and metrics, using insights to drive decisions and improve customer experience outcomes. 
• Demonstrated expertise in enhancing customer satisfaction and loyalty, with a proven track record of retaining and growing customer relationships. 
• Comprehensive knowledge of customer experience strategies and trends, paired with an understanding of broad company objectives and the ability to align customer service operations with these goals.  
• Experience managing global customer service teams, with a capacity for navigating cultural differences and building cohesive, effective units across diverse geographic locations.  
• Proficient in understanding and optimizing the customer journey, from initial engagement through ongoing service interactions, ensuring an seamless, positive experience for all users.  
• Able to collaborate with cross-functional teams, including product development and marketing, to ensure a unified approach to customer interactions and service offerings.  
• A leader who excels in coaching and developing team members, fostering an environment of growth, innovation, and high performance. 

What we offer:

• Centrally located office in Stuttgart
• Flexible working hours with the option of remote work
• 30 vacation days/year in a full-time position
• Free drinks and weekly team lunch
• Personal and professional development potentialities and room for creative ideas
• An international team

Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Cengizhan Sahin, Talent Acqsuition Partner.