Head of Customer Success (m/f/x)

Job title: Head of Customer Success (m/f/x)

Company: Ubiq

Job description: With urbanization and climate change the defining features of our times, mobility is in a significant state of flux, with innovative solutions needed to address this new reality. At Ubiq we believe it is only through a data-driven approach that these solutions can be both sustainable and profitable. We are confident that, with our product and services, we can play a vital role in shaping the future of mobility. Join us!

With a growing number of customers around the world, and an expanding team responsible for delivering an excellent customer & user experience, we are looking for a Head of Customer Success to join our team and structure and develop this area further.

Tasks

Your role…

  • Being responsible for our ongoing Customer Success operations (which takes over after a sale is made)
  • Responsibility and accountability for the performance & profitability of our SaaS and StreetCrowd service
  • Manage an extended team of internal team members (Account Managers, Community Managers, Finance) and externals (e.g. user acquisition, user retention contractors)
  • Lead, develop and mentor the team
  • Set and track goals and KPIs for the business unit
  • Own and allocate the budget related to all business operations (planning, tracking, reporting)
  • Monitoring account performance & reporting on it to the CEO
  • Using data to track performance of our client business and improve it
  • Analyze and optimize business delivery processes in terms of quality, costs, output and efficiency
  • Serving as an escalation path for client/account related topics brought forward by the team
  • Responsibility for tackling legal and financial aspects of the business operations

Requirements

What we are looking for…

  • 3+ years experience in managing a revenue generating business (unit) in an international environment
  • Significant experience leading customer success managers, account managers, or operations teams
  • Experience working in SaaS or another data-driven business
  • Demonstrated success in general operations, incl. addressing legal aspects in collaboration with external legal service providers
  • Tech savviness with good understanding of tech concepts such as AI, digital marketing and monetisation channels
  • Ability to understand and use a data-driven approach to business challenges
  • Track record of managing user activation & retention for digital services
  • Knowledge of user acquisition strategies & tools
  • Strong track record of successfully building and leading teams
  • Start-up background (especially at leadership team level) is a big plus
  • Problem-solver, ready to proactively shape the unit and develop it
  • Excellent communication skills in English (German is a plus but not required)
  • Austrian/ EU work permit required

Benefits

What we are offering…

  • The opportunity to a shape a fast-growing start-up
  • Contact to international clients in the developing mobility field
  • A fantastic team with lots of start-up spirit and English as the working language
  • Flexible working hours with a healthy mix of home-office & on-site
  • Continuous training & learning support (events, courses, etc.)
  • Top equipment, incl. individual equipment budget for special requests, company phone, company scooters, etc.
  • Free fruits, snacks and drinks at the office, of course
  • Regular team events (team dinners, teambuildings, sports events & more)
  • Competitive salary in line with your experience & qualifications

Interested?

Please send your documents in English (CV & description of why you are the right person for the role, incl. your earliest start date & salary expectation) to Steliana Kokonova, Head of People.

Expected salary:

Location: Wien

Job date: Sat, 13 Nov 2021 23:13:38 GMT

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