Team Leader (f/m) Customer Success International, Cologne

eTrusted: Trust and security are important to us! With our products (trustmark, guarantee, and review system), we offer online shops a comprehensive solution enabling them to prove their trustworthiness and gain more customers. A sure thing, indeed. With over 25,000 B2B clients, we are the leading trustmark for e-commerce in Europe! Over 320 employees based in Cologne, London and Warsaw contribute to the development of Trusted Shops throughout Europe.

For our office in Cologne we are currently looking for a:

Team Leader (f/m) Customer Success International

As the team leader of our International Customer Success team, you will be responsible for the technical and disciplinary management of currently seven employees, together with whom you will be in charge of our international B2B customers. Just like our customers, your team is international. The portfolio in your team includes existing clients operating on all international markets (in Europe). Do you have a hands-on mentality? Is the success of your customers your top priority? Would you like to put your skills into practice in an international environment? Then, you are in exactly the right place!

Your responsibilities

• Leading and motivating your team
• Acting as a sparring partner and a source of inspiration for your team with regard to its approach to account management
• Operative management of day-to-day activities
• Processing customer enquiries by telephone and e-mail and providing (technical) support and advice to customers
• Acting as an interface to other departments, such as product development, marketing, or sales
• Development of our common goals like reducing the churn rate and increasing the expansion rate
• Continuous optimisation and development of the current processes together with your team
• Recruiting and further development of your team in cooperation with HR
• Reporting of relevant key performance indicators to the division manager

Your profile

• Successfully completed training or university studies with a focus on business administration
• You have a proven track record in account management and are able to understand our clients’ current and future business goals
• You manage to combine our customers’ goals with the benefits offered by our platform to generate real added value for our customers
• Experience in successfully leading and developing teams
• Experience in SaaS environment or e-commerce
• Analytical, goal-oriented, entrepreneurial thinking and the ability to work independently
• You are able to set priorities to make the most effective use of your time
• Very good command of (written and spoken) English and French. Knowledge of other European languages is an advantage

Perks

• An open-ended contract at Europe’s trust brand for e-commerce in the centre of Cologne
• An intensive training programme and learning opportunities
• Team events, company parties with your + 1 (or your entire family), free drinks and fruit, discounted lunch
• Company health programme (Health Pass) including sport and preventive courses
• An active and enthusiastic international team with the goal of making e-commerce even more secure