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Team Lead, Customer Success

Full-Time Germany , Europe
Health & Biotech
Health & Biotech
15 May 2024
  • Provide leadership and training to the CS Analytics & Digital Solutions Team
  • Assign and direct activities and resources to ensure project and reporting requirements are being met
  • Conduct performance reviews, motivate, and guide the team according to the Digital roadmap
  • Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
  • Supporting the Customer Experience team to connect with value to our customers, analog and digitally
  • Assisting in Customer projects, verifying need and offering digital solutions
  • Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
  • Standardization of processes and streamlining of the same, reducing manual intervention
  • Conducting internal audits, updating procedures, creating consequent training plan
  • Participating and answering audits for the Customer Success department, processing findings
  • Driving the adoption of the Online Webstore, OCR, and EDI
  • Expanding the use of West Digital for all three groups within the department
  • Increasing data adoption to enable to improve decision making process, tracking operational metrics
  • Bachelor’s degree or completed vocational training (apprenticeship ) and respective professional experience
  • 2- 3 years of experience in leading a team in client services or customer service
  • Prefer 2-3 years’ experience in customer interaction roles
  • Knowledge or experience with ERP tools like SAP with Sales and Distribution
  • Experience with ISO 9001


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