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Head of Customer Operations

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Birdie

Yesterday

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Berlin

AI generated summary

  • You’re tech-savvy, resilient, fluent in German, and thrive in fast-paced environments. You excel in communication, cross-functional collaboration, and are highly organized and proactive.
  • You will onboard German customers, support their needs, manage escalations, drive growth through upselling, analyze usage, and collaborate with teams to enhance customer satisfaction and strategy.

Requirements

  • You are passionate about leveraging new technological solutions to improve how home care is delivered to older adults in Germany.
  • You love fast-paced environments and you are resilient. You love doing the things that don’t scale for our partners.
  • You speak German at native level or equivalent
  • You are based in Berlin or willing to travel to the office a couple of days a week.
  • Your communication skills are excellent, and you are comfortable being the first point of contact for care agency managers and caregivers.
  • You have some experience working cross-functionally on a daily basis, bridging the gap between users and internal teams (Customer Support, Sales, Product, etc).
  • You are highly organised and you can bring structure, transparency, and efficiency to a multitasking working environment, executing tasks with speed and precision.
  • You are proactive, results-oriented, and willing to take ownership of tasks.
  • You are driven, passionate, and self-motivated.

Responsibilities

  • As our Head of Customer Success for the German team, you will be a pioneer, wearing many hats and playing a pivotal role in building out processes and best practices for all post-sales teams in Germany. You will build the post-sales function.
  • You will serve as the primary point of contact and support for our German customers, helping them onboard effectively and provide continuous support.
  • Your role will encompass various responsibilities, including customer advocacy, managing escalations, and ensuring our German partners derive maximum value from Birdie's platform.
  • You will collaborate closely with customers and co-development partners, you will engage in commercial conversations, including cross-selling and upselling, to drive strategic growth opportunities.
  • You will analyse usage patterns and provide insights during regular business reviews to ensure customer satisfaction and retention.
  • Actively participate in the development of Birdie's customer success strategies for the German market and build strong relationships with key champions within German accounts.
  • You will collaborate with the other teams (Marketing, Sales, Product Delivery) to ensure a successful GTM in Germany.

FAQs

What is the primary mission of the Head of Customer Operations role at Birdie?

The primary mission of the Head of Customer Operations is to serve as a trusted advisor and advocate for Birdie's partners in Germany, ensuring they are successful and delighted with the use of the product.

What are the main responsibilities of the Head of Customer Operations?

The main responsibilities include building the post-sales function, managing onboarding and support teams, mitigating churn, facilitating customer onboarding, providing outstanding support, and identifying expansion opportunities for partners.

What skills are required for this position?

Required skills include excellent communication abilities, experience in cross-functional collaboration, strong organizational skills, proactivity, results-orientation, and a passion for leveraging technology in home care.

Is proficiency in German required for this role?

Yes, proficiency in German at a native level or equivalent is required for the Head of Customer Operations role.

Where is this position located?

The position is based in Berlin, and candidates should be willing to travel to the office a couple of days a week.

What benefits does Birdie offer to its employees?

Birdie offers a personal development budget, a supportive and experienced team, generous time off policies, fertility leave, social events, and a positive workplace culture.

How does Birdie approach equal opportunity employment?

Birdie is an equal opportunity employer and strives to reduce unconscious bias throughout the hiring process, considering all applicants for employment without regard to various personal characteristics.

What kind of working environment can be expected in this role?

The working environment is fast-paced and dynamic, requiring resilience and a willingness to engage in tasks that enhance partner relationships even if they don't scale.

Are there opportunities for professional development in this role?

Yes, there is a personal development budget available for courses, trainings, coaching, and conferences to facilitate continuous learning and growth.

What is the focus of the customer success strategies for the German market?

The focus is on customer advocacy, managing escalations, ensuring maximum value from the platform, and engaging in growth opportunities such as cross-selling and upselling.

Discover Birdie, the startup that will change the way we age and the best software solution for your homecare business.

Science & Healthcare
Industry
51-200
Employees
2017
Founded Year

Mission & Purpose

Birdie is a company that specialises in providing care management software and solutions for the elderly and home care agencies. They offer a digital platform that enables caregivers to efficiently manage and coordinate care, track health data, and communicate with family members and healthcare professionals. Birdie's ultimate mission is to enhance the quality of care for older adults and support aging in place by leveraging technology. Their purpose is to empower caregivers and improve the lives of seniors by providing user-friendly tools that streamline care management, promote proactive and personalized care, and foster collaboration among caregivers and healthcare providers. Birdie aims to revolutionise the way care is delivered, ensuring better outcomes, greater independence, and increased well-being for seniors in the comfort of their homes.

Culture & Values

  • We care about our world, our communities and the most vulnerable people that live in them

  • We are brave and ambitious, challenging the status quo, adapt quickly and learn constantly, to go beyond what is expected

  • We succeed together believing in collective success and together we build the path to reach it

  • We love a little quirkiness, celebrating community spirit, humour, fun and the idiosyncrasies that make us unique

  • We strive for excellence! We are entrepreneurs, determined to improve, setting the bar higher every day

Benefits

  • Flexibility

    Birdie are remote positive, with flexibility based on each chapters policy

  • Parental Leave

    Primary caregivers are entitled to 26 weeks of parental leave at 100% of salary

  • Fertility Leave

    5 additional paid days of leave to support with the pressure of fertility treatments

  • International benefits

    Bespoke packages for each country we hire from e.g. Private health care

  • Personal development

    Generous budget and support to help strengthen skills and grow your career

  • Wellbeing leave

    10 days of paid leave additional to our generous Sick Leave policy