About us
Enabling Better Organizations.
Personio is a fast growing HR SaaS start-up based in Munich. It offers a holistic HR and applicant management software designed for companies with 10 to 1000 employees. Personio plays a critical role in making the day-to-day operations of more than 700 HR teams more efficient and transparent. We are a bunch of fun, international people striving to build the leading one-stop HR platform in Europe.The Role
At Personio, Customer Operations is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Operations follows the mission to maximise customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!
For our Customer Operations organisation, we are looking for a Professional Services Team Lead who will be responsible for the operational management of existing customers seeking additional paid services. The operational management includes growth of existing customers, and prevention of churn. Your goal is to continuously improve our processes to ensure scalability for Personio's future international growth. With your technical know-how, you are responsible for the engagement, development and leadership of your team. Responsibilities include:
Responsibilities:
Build-up, management and development of a Professional Services team responsible for producing quality delivery outcomes and excellence to our customers
Strategically revising the services we offer, to improve existing services, or add additional ones
Ensuring the team is providing impact for customers through non technical Professional Services
Continuous improvements and scaling of the Professional Services process for customers
Customer satisfaction assurance through continuous quality management
Fostering a motivated and empowered team environment with customer-centricity
Partnering with other departments such as Growth, Product and Customer Success Management
Definition and analysis of result-oriented KPIs to identify improvement potentials
Especially during the first year, a high level of involvement in the day-to-day business operations including the support of existing customers to ensure ongoing product knowledge
What you need to succeed
You have at least 3 years of experience (with some in the B2B software environment) and have successfully hired and led people, ideally within an international customer success/ operations department
You create a motivating environment for your team and continuously identify the strengths and development potential of each team member
You are passionate about process improvements while you always put the customer experience first
You have an affinity for technology and you make data-driven decisions
You can easily explain complex circumstances, you are strong in prioritizing tasks and setting clear goals for your team
You enjoy being the first one and starting ideas from scratch
Ideally, you have already worked with some of our tools (e.g. Zendesk and Gainsight)
You are a strong communicator and have a strong customer and service orientation
Why Personio
Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:
