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Customer Onboarding Team Lead

hace 3 semanas

Madrid, España Personio A tiempo completo

**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 maximize 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 process more successful. Join and become part of our exciting journey

For our Customer Operations organization, we are looking for a Customer Implementation/Onboarding Team Lead who will be responsible for the operational management of International (focus on Southern Europe) customers. The operational management includes the customer implementation and growth of existing customers. 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.

**Your tasks and responsibilities include**:

- Build-up, management and development of an International (Southern Europe) implementation team
- Ensuring the team is onboarding customers efficiently and training them on the product
- Continuous improvements and scaling of the implementation (onboarding) process for International (Southern Europe) customers
- Customer satisfaction assurance through continuous quality management
- Fostering a motivated and empowered team environment with customer-centricity
- Partnering with other departments such as Sales, Growth, Product and Customer Success Management
- Definition and analysis of result-oriented KPIs to identify improvement potentials
- Gathering market intelligence to help scale and growth the implementation process in a sustainable but market-oriented way
- Especially during the first year, a high level of involvement in the day-to-day business operations including the onboarding of new 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
- Ideally, you have already worked with some of our tools (e.g. Zendesk and Gainsight)
- You are a strong communicator with excellent written and spoken English skills and have a strong customer and service orientation. You also fluently speak Spanish, French, or Italian at a business proficient level.
- Build-up, management and development of an International (Southern Europe) implementation team
- Ensuring the team is onboarding customers efficiently and training them on the product
- You can build successful collaborations with other teams and departments to ensure a smooth customer experience and internal alignment

**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:

- Competitive compensation package that includes salary, benefits, and pre-IPO equity
- 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation)
- 2 Impact Days you can use to have an impact on the environment and society - one for an individual project of your choice and one for a company-wide initiative #SocialResponsibility
- Find your best way to work with our office-led, remote-friendly PersonioFlex We offer a roughly 50% remote, 50% in-office working framework to suit your needs
- Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
- Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more (COVID permitting)
- High-impact working environment with flat hierarchies and short decision-making processes
- Generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
- Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more
- Choose between green mobility options, including a bike lease covered by Personio
- Monthly tax-free stipend of €162 to help cover food and public transportation expenses (Cobee)
- Private health insurance (company level plan): Access to Sanitas plan at a reduced employee cost (€43 for employees, spouse, or children)
- Access multiple fitness studios and sports facilities across Spain for €30 per month with a subsi