Customer Success Lead (m/f/x) - SaaS Venture

BCG Digital Ventures is getting ready to launch a new product and venture which is set to disrupt the EUR 2+bn construction industry. Built together with and backed by a leading mining company, this venture is using the latest technologies to create an international set-up system to manage pre-construction processes. 

Together with our Corporate Partner, we are kicking the construction industry into the next gear by addressing its currently outdated processes which lack transparency. How can we make pre-construction processes more transparent and efficient for both General Contractors and Sub-Contractors? How do we make sure that time and resources are not wasted while more projects are won in the process? 

Our ultimate goal is to create a 360° solution for the construction industry. To do so, we are currently building a Software As A Service product that focuses on bid management for General Contractors. In the mid-term, we will continue to build the SaaS and add machine learning to have intelligent and matching algorithms while enabling contractors to generate more projects. The project and venture is and will continue to benefit from our Corporate Partner’s strategic and financial assets which give us a significant advantage and launching point for the product and venture. 

We are seeking a passionate Customer Success Lead (m/f/x) who will be responsible for developing the service blueprint and delivering an exceptional end-to-end customer experience from on-boarding to engagement and key metrics reporting.

Key Responsibilities: 

• Work alongside the sales and product teams to build up a strong Customer Success Team and culture within the company
• Create and manage a seamless on-boarding process for the customers to ensure they have all relevant information and guidance
• Act as the first point of contact for service and technical inquiries and proactively engage with clients to deliver an amazing customer experience
• Support the sales team by sharing relevant product insight with customers and recommend eventual cross or up-selling services
• Create reporting and provide regular feedback to the team to help translate the customer’s needs into new product features, and sales or service strategies
• Establish and share clear guidelines with the team to ensure all customers receive the highest level of service along their journey

Requirements:

• 3+ years’ experience working in related Leadership roles with a high degree of customer interactions
• Ideally have experience working in a fast-growing environment where you proactively shaped teams and processes
• A genuine passion for customer experience and emotional intelligence to make balanced decisions
• Successful track record in sales and/or customer service over the phone, email, chat and video
• You communicate fluently in English and German
• Excellent communication and stakeholder management skills
• Entrepreneurial mindset to help us shape the company standard
• A strong technical aptitude and passion for digital products

Benefits:

• Be part of the mission to help reboot the entire construction industry
• Work alongside a team of amazing and experienced interdisciplinary colleagues
• Shape and influence a fast growing, well-funded company
• Competitive compensation and benefits, trainings and strong leadership

BCG Digital Ventures is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law. 

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