Head of Customer Success & Partner Delivery (f/m/d)

YOUR MISSION:

As the Head of Customer Success & Partner Delivery (f/m/d) at Parloa, your core mission is to foster customer success and value creation with our product, irrespective of whether the implementation is done by our team or a partner. Leading the global Customer Success team, you will enhance customer satisfaction, aid in product adoption, and empower our partners for successful deployments. You will strategically interlink customer feedback into our Product development, contribute to customer-specific growth strategies in conjunction with the Sales team, and establish a function of Partner Delivery within Customer Experience.

IN THIS ROLE YOU WILL:

Lead, develop, and manage a high-performing global Customer Success team, supervising Team Lead CS EMEA, US-based CSMs, and Partner Delivery Managers.

Collaborate closely with the Sales team to identify customer-specific growth opportunities, decrease churn, and boost account expansion.

Partner with the Product team to incorporate customer sentiment into product development and feature enhancements for continual customer-centric product evolution.

Establish and expand the Partner Delivery function within Customer Experience, ensuring appropriate selection of implementation partners for projects and keeping an overview of partner's capacities and capabilities.

Oversee the enhancement of the customer onboarding process, ensuring rapid product adoption and smooth customer journeys from the outset.

Manage customer renewals alongside the Sales team in a systematic and efficient manner.

Act as a senior point of contact for customer escalation issues, ensuring speedy resolution and positive outcomes for customers and Parloa.

Define a KPI-based value-centric approach for customer collaboration and initiate processes to sustain value-driven conversations from Presales to Expansion.

Utilize data-based insights from CRM and other sources to predict, report, and advance customer lifetime value, adoption behavior, satisfaction, and overall success.

WHAT YOU BRING TO THE TABLE:

5+ years of experience in a SaaS leadership role with team management responsibilities.

In-depth knowledge of Customer Success SaaS industry standards and practice.

A strong interest in Conversational AI and its applications.

Fluency in German and English.

Solid experience working with enterprise level customers.

Excellent problem-solving abilities and impeccable decision-making skills.

Ability to strive in a high-growth, fast-paced environment.

NICE TO HAVE:

Capability to understand and translate data-based insights.

Experience working with implementation partners.

WHAT'S IN IT FOR YOU?

Be part of a dynamic, driven team of +20 nationalities with flat hierarchies and collaborative company culture.

Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days. (Job specific, it could be also on-site work)

Attractive compensation package with equity (Job Specific).

Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.

Flexible working hours, 28 vacation days and workation opportunities.

Regular team events, game nights, and other social activities.

And last but not least: a beautiful office with flair in the heart of Berlin with all the conveniences, such as adjustable desks, social area, fresh fruits, cereals and drinks.

Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.

Your recruiting process at Parloa:

Recruiter video call Meet your manager Challenge Task Expert interview(s) Meeting the team Founder interview

This role directly reports to our Director of Customer Experience.

Why Parloa?

Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.

When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $66 million Series B investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.

Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.