Director of Global Client Success and Support
Location: Berlin, Germany
Position type: Full-time
Start date: 1. January 2025
Your Responsibilities
As our Director of Global Client Success and Support, you’ll be pivotal in raising the bar for frontline team and client support, directly impacting key performance indicators such as client retention, satisfaction, and loyalty. You’ll be both a visionary leader and a hands-on strategist, reporting to our Head of Commercial Operations in Zurich, Switzerland. Your role will include:
- Global Team Leadership: Develop and inspire a team of 10+ across our global hubs (Toronto, Berlin, Manila) to elevate efficiency and drive exceptional Client Services addressing both proactive success initiatives and reactive support needs.
- Operational Excellence: Lead optimization efforts across end-to-end workflows, automate processes in Salesforce, leverage technology solutions, and improve reporting to enhance client experiences.
- Data-Driven Success: Establish KPIs and make informed, data-driven decisions to improve client satisfaction and loyalty.
- Collaborative Strategy: Work cross-functionally with both front and back-office teams to continuously improve client experiences and refine operational processes.
You Offer
- Leadership Experience: 10+ years of managerial experience, with 5+ years leading teams of 10+ in a global, client-centered environment.
- Client Services Expertise in Tech: Proven track record in client success management within a tech environment, with hands-on experience in client relationship management and technical problem-solving, including data integration solutions e.g data feed, API and SaaS/DaaS applications.
- Operational Innovation: Proven results in optimizing end-to-end processes and automating systems like Salesforce for improved client success and technical support management.
- Cross-Functional Coordination: Skilled in project management with technical, data, and IT teams, as well as internal and external stakeholders.
- Strategic & Inspirational Leadership: Strong strategic thinking and leadership skills, capable of influencing and collaborating across diverse teams and cultures.
- Communication Proficiency: Fluent in English, with additional language skills considered a plus.
About Us
RepRisk is a rapidly growing global company and a pioneer in the ESG data science field. Our goal is to make the world a better place by creating transparency in the business world – we are driving positive change via the power of data. We combine AI and machine learning with human intelligence to analyze public information and identify environmental, social, and governance risks. We serve as a reality check for how companies conduct their business around the world – do they walk their talk when it comes to human rights, labor standards, corruption, and environmental issues?
We Offer
- Flexible working hours and arrangements
- An entrepreneurial, international, and dynamic work environment
- A shared mission to drive accountability and responsible behavior of companies, thus creating positive change
- A company that embraces diversity, because life would be boring if we were all the same!
Please note that we will only consider candidates with a valid work permit.