Customer Service Business Partner Manager
This pivotal role places you at the center of our customer-centric approach, ensuring seamless alignment between customer service and sales strategies.
* You will foster effective communication between these teams and understand market dynamics to drive growth and proximity.
* Your deep understanding of our products and services will be key as you navigate customer needs and preferences.
We seek a passionate collaborator, a self-starter driven by innovation and operational excellence. If you are ready to inspire, motivate, and lead, this role is for you.
Key Responsibilities
1. Align customer service delivery with sales strategies.
2. Act as the primary communication bridge between CS and Sales teams.
3. Ensure market understanding and growth by analyzing roadmaps and their impacts.
4. Develop a strong understanding of services, products, and customer needs.
5. Apply business acumen to focus on solutions.
6. Provide a broad perspective on projects affecting sales, revenue, churn, and profitability.
7. Facilitate collaborative problem-solving across projects.
8. Drive value by connecting service and sales strategies.
9. Integrate various business areas to maximize value outcomes.
10. Identify improvement opportunities and facilitate new solutions adoption.
11. Ensure customer service models support market demands and are understood internally.
12. Optimize merchant care and onboarding processes.
13. Continuously seek process, product, or service improvements.
14. Adapt quickly to changing priorities and thrive in a dynamic environment.
The Ideal Candidate
* We seek big thinkers with a passion for positive change, a can-do attitude, and a hunger to learn.
* Extensive experience in customer service within a global organization.
* Understanding of sales challenges; sales experience is a plus.
* Excellent English skills and proficiency in a regional language (e.g., FR/NL, CH-DE).
* Knowledge of Order to Cash and Problem to Resolution processes.
* Strategic thinking and ability to implement aligned service delivery models.
* Business insight to balance market needs and service capabilities.
* Tech-savvy, understanding automation/AI benefits.
* Ability to focus both on details and strategy, using internal translations effectively.
* Strong passion for customer centricity.
* Commitment to personal and business improvement.
* Good understanding of local markets and products.
* Ability to inspire, motivate, coach, and communicate effectively.
* Negotiation skills and ability to obtain buy-in through storytelling.
* Resilience, problem-solving, and prioritization skills.
Benefits
* A sustainable, international company culture.
* Flextime and mobile working (Germany).
* Company pension plan.
* Tailored training programs.
* Employee discounts, job bike, mobility, and food subsidies.
* Good public transport links and parking.
* Employee events and participation in innovation festivals.
* Long-term incentive plans via Employee Share Program.