Customer Operations Manager DACH (m/f/d) - Amsterdam, Paris, London or Berlin (Remote)

Berlin, Germany | Customer Operations | Full-time | Partially remote

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You think about joining us as Customer Operations Manager? You deserve an insight into the team's mind, right away. They are special and spectacular. If you connect with this, you are destined to get in touch.

When we asked Alejandro, our long time Customer Ops Team Lead, what it means to do the work of an ops team, he responded with this:

"You are a nerd but you dance to rock and roll,
you are an introvert but love talking to people,
you like to specialise but you constantly do everything,
you are a dog person but have a cat,
you love Star Wars but can’t get enough of Star Trek…
Then you are the right person for Customer Operations”

Let's be more specific, now.

About the role:

As a Customer Operations Manager (m/f/d), you are in direct contact with our customers and resellers in the DACH region. You provide our partners with important product information on our Location Marketing Cloud (SaaS) and provide support with technical or other questions concerning our solution. You are responsible for the technical implementation of our customers and accompany them at the highest level through the first application steps with our product. Not only the customer contact will be important in this position, but also the coordination, especially with our revenue as well as product teams.

 

Your responsibilities: 

  • You take care of our enterprise customers and resellers by ensuring that the full potential of our Location Marketing Cloud (SaaS) Solution can be utilized
  • You will be responsible for describing and escalating bugs through the appropriate internal channels
  • You handle complex implementation processes with the utmost of care, keeping a close eye on our KPIs
  • You collaborate with your colleagues in the Customer Operations team, as well as the Success teams, to accompany our customers through the different stages of escalation management
  • You work out the "best practice solutions" and create guides for internal and external use
  • You should be very familiar with our processes and you support the rest of the Customer Operations team in their efforts to constantly develop and improve these internally and externally

 

Your profile:

  • Relevant professional experience at a B2B software company in relation to a product requiring explanation/onboarding, preferably in the areas of online marketing, e-commerce or IT
  • You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
  • Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
  • You are open for new ideas and approaches, you have excellent communication skills and you are familiar with the fast implementation of solutions
  • Your profile is rounded off with fluent German and a very high proficiency in English. Other languages such as Italian, French or Spanish are a bonus

 

What we offer:

  • Hoodie and merch - we got you covered. With your onboarding package comes your new stylish look.
  • Events and off-sites - YES and YES. Plan something with your team, if you feel like it. The whole company meets 2-3 times a year (XMas, Summer Party, Just-Because Parties).
  • Proper tech, check. Macbook pro, Apple mouse, -stand and Apple keyboard. Need anything else? Let the P&P team know.
  • Remote and flex work hours...yes, d'uh! It's not 1992 anymore. Check our social media content for some remote working stories. Who needs a cubicle, when you can have your cat walking through the video-call?
  • Waffle days, bad jokes, a HUGE Project A corp benefit program, a CEO with a pizza oven, global meditation sessions, German language class, LGBTQIA+ community and support, book club, culture committee, individual L&D paths and -budget...

 

Remember our "Grow Together" value from the beginning of the ad?
 
We mean it.
 
Everything starts with getting in touch. Please let Dylan know about your interest, questions and friendly referrals. He will be getting back to you in no time.
 
In the meantime, let our "life@uberall" give you some real life impressions.