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- Aufgaben: Lead and inspire a passionate Customer Success team to enhance client experiences.
- Arbeitgeber: Join AMBOSS, a global leader in medical education and decision support tools.
- Mitarbeitervorteile: Enjoy a comprehensive benefits package focused on health, wellness, and work-life balance.
- Warum dieser Job: Shape customer success strategies and make a real impact on healthcare professionals worldwide.
- Gewünschte Qualifikationen: 5+ years in Customer Success with leadership experience; strong analytical and communication skills required.
- Andere Informationen: Diversity is valued here; apply even if you don't meet every requirement!
Das voraussichtliche Gehalt liegt zwischen 43200 - 72000 € pro Jahr.
Hello, we are AMBOSS and we are looking for a Customer Success Team Lead to join our team!
About AMBOSS
AMBOSS is a learning and clinical decision support tool striving to empower physicians across the globe to provide the best possible care. Our founders set out in 2011 to create a tool that they would have hoped to have as medical students and doctors. Since then we have grown to currently operate in 180 countries and have gained immense traction in Germany and the US. Currently, we are pursuing this mission with more than 500+ employees in our offices in Berlin, Cologne, New York, and Cagliari.
Why can this position be exciting for you?
As the first Customer Success Team Lead at AMBOSS, you’ll play a pivotal role in shaping and guiding our customer success strategy. This is more than a leadership role – it’s an opportunity to support how medical professionals around the world experience AMBOSS. You’ll collaborate with teams across the company, helping to drive our institutional relationships forward.
We’re looking for someone eager to inspire and guide a passionate small team of 5+ dedicated to empowering our institutional partners. You’ll organize and elevate the day-to-day activities of our Customer Success Team, providing mentorship and driving their growth. With a focus on building strong, lasting relationships and ensuring the success of our customers, you’ll lead the charge in optimizing institutional engagement, maximizing outcomes, and reinforcing the long-term value of our software. This is a chance to lead, inspire, and define customer success at AMBOSS!
You will
Leadership and Management:
- Be accountable for your team’s performance and the quality of their output while supporting your team members‘ growth and development, motivating them and keeping up the team morale.
- Together with Roman, our Director of Customer Support, you are responsible for the continuous training and development of the Customer Success team.
- You identify opportunities for your direct reports’ growth and next career step by task delegation and feedback rounds beyond primary performance.
Customer Success Strategy & Operations:
- Together with your team, ensure a smooth onboarding of institutional partners. Implement and monitor a suitable (technical) launch setup and early engagement.
- Own and optimize the onboarding processes while keeping an eye on every step of the customer journey.
- You and your team are responsible for increasing the activation rate and usage of our AMBOSS licenses to ensure customer retention and to enable upselling potential at renewal.
- Be responsible for regular monitoring of customer health metrics as a central instrument for determining customer benefit, loyalty, and churn risk. Create and measure customer satisfaction and collect and analyze qualitative product feedback.
- Drive retention initiatives alongside our sales and marketing teams and keep leadership in the loop with insightful reporting and concrete action plans.
- Co-responsible with our sales team for impactful product training tailored for hospitals, universities, and private practices, making sure every partner gets the most out of AMBOSS.
- Represent the Customer Success Team in stakeholder meetings and proactively contribute to the user-facing experiences by bringing in the customer perspective.
- Support product development by collecting and sharing relevant customer feedback.
You bring
- 5+ years of experience in Customer Success or a similar customer-facing role (i.e. Sales) and at least 1 year of experience in team leadership/management.
- Experience in directly influencing customer health and retention metrics and strong analytical skills.
- Great communication skills and ease in presenting to our customers as well as internal stakeholders and senior management.
- Empathy and the ability to understand customer needs, goals, and challenges quickly by finding solutions that balance customer needs with business needs.
- The ability to inspire, mentor, and motivate team members while fostering a collaborative and supportive environment.
You enjoy
- Collaborating with different departments. Our Sales Operations, Customer Support, and Engineering teams will closely support you.
- Advising customers with eagerness to deeply understand a new product.
- Building and maintaining strong relationships with internal and external stakeholders.
- Proactively identifying issues and enjoying problem-solving to ensure customer satisfaction and success.
Your application process with us takes around 4 steps and usually includes a series of soft skills and technical interviews, an assessment/case study, and a get-to-know your future team.
Benefits:
AMBOSSians tell us that innovative work keeps them energized and employee benefits help them to feel appreciated and empowered. We invest in every AMBOSSian with our employee benefits package, crafted to support financial, physical, and mental health, and work-life harmony.
Check out all of our employee benefits below:
We believe in diversity as a driving force of innovation and welcome people of all backgrounds to help us achieve our mission of empowering physicians to provide the best possible care – to everyone, everywhere.
Did we just describe your ideal next role? We encourage you to apply even if you do not meet all of the requirements.
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Team Lead Customer Success Arbeitgeber: PARTECH PARTNERS
Kontaktperson:
PARTECH PARTNERS HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Team Lead Customer Success
✨Tip Number 1
Familiarize yourself with AMBOSS and its mission. Understanding our product and how it empowers medical professionals will help you articulate your passion for customer success during the interview process.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've motivated and developed team members in previous roles. This will demonstrate your ability to inspire and guide a team effectively.
✨Tip Number 3
Be ready to discuss your analytical skills and how you've used data to influence customer health and retention metrics. Prepare to share insights from past experiences that showcase your strategic thinking.
✨Tip Number 4
Showcase your communication skills by practicing how you would present customer feedback and insights to internal stakeholders. Being able to convey the customer perspective is crucial for this role.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Team Lead Customer Success
Tipps für deine Bewerbung 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Team Lead position at AMBOSS. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer success and team leadership. Use specific examples that demonstrate your ability to drive customer retention and satisfaction, as well as your leadership skills.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your passion for empowering medical professionals. Mention how you can contribute to shaping the customer success strategy at AMBOSS.
Showcase Your Soft Skills: In your application, emphasize your communication skills, empathy, and problem-solving abilities. Provide examples of how you've successfully collaborated with different teams and built strong relationships with stakeholders.
Wie du dich auf ein Vorstellungsgespräch bei PARTECH PARTNERS vorbereitest
✨Show Your Leadership Skills
As a Customer Success Team Lead, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on mentorship and team morale. Highlight specific instances where you motivated your team to achieve their goals.
✨Understand Customer Success Metrics
Familiarize yourself with key customer success metrics such as activation rates, customer health scores, and retention strategies. Be ready to discuss how you've influenced these metrics in previous roles and how you plan to apply this knowledge at AMBOSS.
✨Emphasize Collaboration
This role requires collaboration with various departments. Prepare to discuss your experience working cross-functionally, particularly with sales, marketing, and product development teams. Share examples of how you've successfully navigated these relationships to enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer challenges. Think through potential situations you might face at AMBOSS and how you would approach them, ensuring you balance customer needs with business objectives.
