Customer Support Manager (m/f), München

Missions

As a Customer Support Manager, you will be in charge of all topics related to the customer care and success of our B2B IoT platform business, with the perspective to develop into the role of a customer experience manager shaping SAST’s customer-centric development. You will ensure customers are scaling effortlessly through impactful engagements, all focused on driving business and technical value. You will be directly reporting to our VP Strategy & Venture Architecture and your daily business will include the following points:

• Set up, implementation, operation and scaling of a lean customer support system (e.g. ticket system, CRM, onboarding guides) in a sophisticated IoT platform business, that reflects both, the early stage as well as the scaling potential
• Establish a trusted relationship and support standards with the multiple B2B stakeholders of our ecosystem (camera manufacturers, app developers, integrators/end user)
• Support our stakeholders with all related aspects of our offering ranging from answering queries to solving issues
• Collaborate across teams internally (product owners and development, UX, business operations) and externally to maximize the customer experience
• Develop a knowledge of the data base from scratch
• Conduct internal trainings to foster the customer support mindset within our organization
• Monitor and coordinate all customer support measures and goals
• Ensure continuous improvement and performance management of the customer support

Profile

• Personality: You are passionate about all technologies related to the IoT and disruptive businesses, have strong problem solving skills, conceptual and analytical way of thinking and a pragmatic, hands-on working style. You approach things in life with a positive attitude and the engine behind your motivation is a strong customer orientation.
• Working practice: Your working style could be described as collaborative, autonomous, proactive and structured.
• Experience: At least 3 years of experience as a technical customer support manager or related position, with responsibility for reengineering customer-facing processes, preferably in an IoT field, start-up or a digital business environment. Security Industry Experience is a plus but not required.
• Know-How: Problem solving, conflict handling & coaching skills. Self-initiative, courage and pragmatism in order to identify and overcome impediments
• Languages: Excellent English language skills
• Education: Bachelor's or Master's degree in Software Engineering, Information Systems, Business Administration with strong understanding and interest in complex technical matters or similar