Head of Consulting & Support
On-siteBerlin, State of Berlin, Germany
Job Summary
Lead and manage the Customer Support and Technical Consulting teams, providing functional and disciplinary leadership. Serve as the primary liaison between customers, Product Management, and Sales, ensuring optimal support for FILAKS.PLUS operations and implementation projects. Drive process improvements for hotline procedures, escalation management, and response times while maintaining high Net Promoter Scores. Manage team capacity, prioritize requests, and oversee resource planning. Collaborate with Product and Sales to communicate feedback and requirements, and maintain ownership of documentation and knowledge management. Report regularly to executive leadership on KPIs and team performance. Recruit, onboard, and develop team members while actively contributing to the continuous improvement of the FILAKS.PLUS product.
Required Qualifications
- Several years of experience in Customer Support, Professional Services, and/or Software Consulting
- Ideally including previous people leadership experience
- A degree or formal education in Business Administration, Computer Science, or a related field
- Or an equivalent combination of education and experience
- Demonstrated ability to lead, motivate, coach, and develop high-performing teams
- Strong understanding of complex software applications and integrated IT environments
- Excellent analytical and problem-solving skills
- Ability to identify complex issues and develop sustainable solutions
- Outstanding communication and presentation skills
- Experience working with key accounts and institutional customers
- High level of accountability
- Business acumen
- Hands-on leadership approach
- Strong interpersonal skills
- Empathy
- Resilience
- Confidence
- Patience
- Ability to manage challenging customer and team situations
- Highly organized
- Ability to work independently
- Ability to manage multiple priorities effectively
Desired Qualifications
- Experience within the administrative or IT operations of an automotive dealership or the automotive retail industry
- Experience with Microsoft SQL Server (MS SQL) databases
- Strong proficiency with Microsoft products
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.