Manager of Customer Support

Revalize; Karlsruhe; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

Revalize sucht einen Manager für den Kundenservice, der für die effektive Bereitstellung von Supportdiensten verantwortlich ist. Der ideale Kandidat hat Erfahrungen in der Teamführung, spricht Deutsch und Englisch und kann komplexe Aufgaben in einem dynamischen Umfeld priorisieren.

Qualifikationen

• Mindestens 3 Jahre Erfahrung in der Leitung von Kundenserviceteams.
• Erfahrung in der Zusammenarbeit mit Remote-Teams.

Aufgaben

• Leitung eines Teams von Supportmitarbeitern.
• Überwachung von Leistungskennzahlen zur Sicherstellung der Kundenzufriedenheit.
• Definition von Schulungsprogrammen für die Einarbeitung.

Kenntnisse

Deutsch

Englisch

Führungskompetenz

Problem-Lösungsfähigkeiten

Ausbildung

Bachelorabschluss oder gleichwertige Erfahrung

Jobbeschreibung

Unternehmensbeschreibung

At Revalize, we develop software and technology that support the sales of manufactured, complex products. Our solutions assist customers worldwide in designing, selecting, and selling a variety of products, including commercial ovens, specialized pumps, valves, grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.

Headquartered in Jacksonville, Florida, we serve over 20,000 customers globally.

Revalize is part of the portfolio of TA Associates and Hg.

Stellenbeschreibung

The Manager of Customer Support is responsible for ensuring effective customer support delivery to Revalize customers and partners. This role requires in-depth knowledge of our products, support best practices, and a focus on customer self-service. You will oversee support personnel across multiple product areas, ensuring adherence to processes, policies, and service level agreements using Revalize’s systems.

Responsibilities

1. Manage a team of support staff delivering services to customers and partners.
2. Monitor key performance metrics (KPIs) to ensure timely support and high customer satisfaction.
3. Set and evaluate performance standards for team members.
4. Coach team members to achieve high performance.
5. Contribute to the evolution of Customer Support as the business grows.
6. Define training programs for onboarding, product education, cross-training, and certification.
7. Provide feedback on product issues, defects, system stability, and customer satisfaction.
8. Coordinate with other teams to communicate issue status effectively.
9. Act as a primary escalation point for customers and internal stakeholders.
10. Engage with key customers as needed.
11. Participate in capacity planning and productivity initiatives.
12. Implement knowledge-centered support and self-service programs.
13. Make employment decisions for the support team.
14. Occasional travel may be required.

Qualifikationen

Minimum Qualifications

• Bachelor’s degree or equivalent experience.
• At least 3 years of experience leading customer support teams.
• Proficiency in German and English (spoken and written).
• Experience working with remote teams across multiple geographies and time zones.

Preferred Qualifications

• Ability to prioritize and manage complex tasks effectively.
• Excellent verbal and written communication skills.
• Persistence and problem-solving skills to overcome challenges.
• Experience working in fast-paced, collaborative, and matrixed environments.
• Understanding of Knowledge-Centered Support and self-service strategies.
• Five or more years of experience managing software support teams.
• Experience with acquisition integrations.
• Experience working in a PE-backed environment.

Zusätzliche Informationen

All information will be kept confidential according to EEO guidelines.