The Role: At Personio, Customer Operations is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Operations follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people process more successful. Join and become part of our exciting journey!For our Customer Operations organization, we are looking for a Customer Implementation/Onboarding Team Lead who will be responsible for the operational management of International (focus on Southern Europe) customers. The operational management includes the customer implementation and growth of existing customers. Your goal is to continuously improve our processes to ensure scalability for Personio's future international growth. With your technical know-how, you are responsible for the engagement, development, and leadership of your team.Your tasks and responsibilities include: Build-up, management, and development of an International (Southern Europe) implementation team.Ensuring the team is onboarding customers efficiently and training them on the product.Continuous improvements and scaling of the implementation (onboarding) process for International (Southern Europe) customers.Customer satisfaction assurance through continuous quality management.Fostering a motivated and empowered team environment with customer-centricity.Partnering with other departments such as Sales, Growth, Product, and Customer Success Management.Definition and analysis of result-oriented KPIs to identify improvement potentials.Gathering market intelligence to help scale and grow the implementation process in a sustainable but market-oriented way.Especially during the first year, a high level of involvement in the day-to-day business operations including the onboarding of new customers to ensure ongoing product knowledge.What you need to succeed: You have at least 3 years of experience (with some in the B2B software environment) and have successfully hired and led people, ideally within an international customer success/operations department.You create a motivating environment for your team and continuously identify the strengths and development potential of each team member.You are passionate about process improvements while you always put the customer experience first.You have an affinity for technology, and you make data-driven decisions.You can easily explain complex circumstances, you are strong in prioritizing tasks and setting clear goals for your team.Ideally, you have already worked with some of our tools (e.G., Zendesk and Gainsight).You are a strong communicator with excellent written and spoken English skills and have a strong customer and service orientation.You also fluently speak Spanish, French, or Italian at a business proficient level.#J-18808-Ljbffr
