Teamlead, Customer Implementation (Hospitality)

TL;DR

Teamlead, Customer Implementation (SaaS/Hospitality): Managing a team of implementation specialists to ensure successful remote deployment and onboarding of commerce products with an accent on team performance, mentorship, and process optimization. Focus on streamlining the customer journey, resolving high-level client escalations, and aligning the DACH team with long-term product vision.

Location: Must be based in Berlin, Germany

Company

One-stop commerce platform providing cloud solutions for retail, hospitality, and golf businesses globally.

What you will do

• Lead and mentor a team of Implementation Consultants and Specialists, providing training and support.
• Manage the performance of the DACH team to ensure monthly and quarterly KPIs are met.
• Streamline implementation processes and optimize project efficiency via cross-functional collaboration.
• Act as the primary escalation point for client issues to ensure high satisfaction.
• Serve as a customer advocate, partnering with internal departments to solve common user challenges.
• Collaborate with leadership to execute the team's long-term strategic vision.

Requirements

• Proven experience in a leadership role.
• First-hand experience in B2B Customer Success or Onboarding.
• Background in SaaS or technology-related fields.
• Industry expertise in hospitality.
• Fluency in German and professional English.
• Must be based in Berlin, Germany.

Nice to have

• Proficiency with Salesforce, Zendesk, and ChurnZero.
• Knowledge of Mac OS X, iOS, and G Suite.

Culture & Benefits

• Equity scheme and career growth opportunities.
• Health & Wellness Credit (up to 400 EUR/year).
• Mental health support via the Modern Health App.
• Flexible work policy allowing working from anywhere for 60 days a year.
• Free access to LinkedIn Learning.
• Transit benefits for office commuters and healthy office snacks.