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Head of Customer Success – DACH

  • Location: Germany - Field-based
  • Closing Date: 28 February 2023

The Role

To enable us to continue to build our customer engagement and retention, we are looking for a Head of Customer Success DACH. This role will be critical in providing strategic leadership of the DACH account management team, ensuring our customers receive a consistent level of service.

You will focus on building account management plans across the specified region, whilst working as part of the wider European Customer Success team to share best practice. This role requires a high degree of proactivity, and a positive customer focussed approach.

Key Responsibilities:
  • Develop strategies to improve customer relationships, retention and MRR growth
  • Work closely with the Business Development teams to ensure we have a seamless process to transfer customers into Customer Success
  • Act as the escalation point for cancellations
  • Ensure ‘retention’ calls are undertaken globally and take responsibility for making these calls
  • Identify risk to accounts and undertake all resolutions possible to remove any risks
  • Instil a coaching methodology with the team helping them reach objectives and goals and challenging them to stretch, develop and improve
  • Manage personal stakeholder interactions and develop appropriate and effective relationships with stakeholders at all levels
  • Share best practice with the wider team to build knowledge and inform
  • Personally, follow the business reporting and documentation processes to ensure all reporting requirements are completed accurately and on time
  • Ensure individual and team activity is accurately entered into Salesforce in a timely manner
  • Capture, document and report on customer/prospect feedback and competitor activity using Salesforce
Knowledge & Skills:
  • A full driving licence is essential
  • Experience in a customer focused role is essential
  • Fluent German and English language skills are essential
  • Previous experience of working in the Automotive industry is desirable, however not essential
  • Knowledge and experience of using Salesforce is desirable
  • Excellent telephone skills/a confident communicator
  • Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint
  • Skilled in organising tasks and establishing priorities to meet deadlines
  • Strong work ethic, a self-starter with a proactive approach
  • Communication: writes clearly and concisely, speaks effectively and listens attentively.
  • Interpersonal Skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others.
  • Organisational Skills: punctual and attentive, high levels of attention to detail.
  • Problem Analysis: ability to understand the main problem, identify the potential causes and propose solutions.
  • Teamwork: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

To Apply

Please send your CV to hr@citnow.com.