Develop and implement a comprehensive vision and strategy for DACH - East services that aligns with the company's goals and growth objectives.
Establish scalable processes, systems, and tools to ensure consistent delivery of high-quality support.
Operational Excellence:
Oversee the day-to-day operations of the DACH services team, ensuring timely and effective resolution of customer issues.
Drive the implementation of key metrics and KPIs to measure team performance, customer satisfaction, and operational efficiency.
Identify and implement automation and AI solutions to enhance support productivity and reduce time-to-resolution.
Team Development and Leadership:
Build, mentor, and lead a high-performing support team, fostering a culture of accountability, collaboration, and continuous learning.
Ensure the team is equipped with the necessary training, tools, and resources to succeed.
Customer Advocacy:
Act as the voice of the customer within the organization, advocating for product improvements and bug resolutions.
Collaborate with Product and Engineering teams to ensure customer feedback is integrated into the product development lifecycle.
Process Improvement:
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the support function.
Establish a clear escalation process to address critical customer issues promptly and effectively.
Cross-Functional Collaboration:
Partner with Sales, Customer Success, and Implementation teams to ensure smooth handoffs and alignment on customer needs.
Work closely with the Product and Engineering teams to address complex product-related challenges.
Customer Experience:
Champion exceptional customer experiences by ensuring the support organization consistently delivers high-quality, empathetic, and customer-focused service.
Implement customer satisfaction surveys and feedback mechanisms to measure and improve the customer experience.
Requirements
Proven experience (10+ years) leading global support or service organizations, preferably in SaaS or technology companies.
Strong leadership and people management skills with a track record of building and scaling high-performing teams.
Exceptional strategic thinking and problem-solving abilities.
Deep understanding of customer support technologies, including ticketing systems, knowledge bases, and AI-driven solutions.
Demonstrated ability to work cross-functionally and influence without direct authority.
Excellent communication and interpersonal skills, with the ability to engage effectively with customers, employees, and executive leadership.
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating syst
Benefits
Vision insurance
Additional Information
Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.
By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr's unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.
Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.
Job Description
Position Overview:
We are seeking a dynamic and experienced Services Director, Central Europe - East to lead and scale the DACH region. This senior leadership role is critical to driving customer satisfaction, operational excellence, and continuous improvement. As the Sr Director Services - Central Europe, you will define and execute the strategy for delivering world-class services while aligning closely with Product, Engineering, and Customer Success teams to ensure a seamless experience for our customers.
Sprinklr · Germany