About EMnify

EMnify is a Software-as-a-Service (SaaS) company, revolutionizing cellular Internet of Things (IoT). Our connectivity management service provides mobile network operators, enterprises, and developers globally with technology connecting ‘things’. The first to provide a mobile core infrastructure as a cloud service, EMnify enables secure, reliable and scalable connectivity, in ways previously impossible. EMnify leads the way towards a future without communication barriers. Today we serve customers from more than 70 countries, enabling innovative business models and IoT use cases across the globe.

Your Position

We are looking for a Team Lead for our Customer Success team with a passion for solving customers issues and relentlessly driving internal process improvements to provide best in class customer experience. You’ll make sure we meet our KPIs while coaching and growing our team of customer success managers.

Your Responsibilities

  • Drive customer journey excellence by ensuring a smooth transition from evaluation, onboarding and account growth
  • Develop best in class processes to enable your CSM team
  • Make sure the team drives growth, minimize and understand churn and promote the highest levels of NPS
  • Provide clear and concise management reporting based on our core KPI’s with aligned improvement initiatives
  • Guide the team with trainings and support them with their career path through regular feedback and review processes
  • Collaborate with our Product Team and align with Sales and Marketing

Your Profile

  • Provide credibility by means of your technical and business education, e.g. telecommunications engineering or similar
  • Strong passion and understanding for IoT, M2M and Telecom products and markets
  • 2+ years management experience and some first-hand project management experience
  • Proven track record in managing and promoting growth within team members
  • Outstanding communication and inter-personal skills facing a variety of customer personas, you enjoy communicating with a technical audience
  • Understanding of cloud and SaaS business models
  • Analytical and KPI-driven mindset
  • Experience using Salesforce
  • Excellent oral and written skills in English are a must, any additional language is a plus.Lean 6 sigma certification would be a plus

Why EMnify?

With you, as part of our team, we want to expand our success globally and inspire businesses and developers with our innovative product. You’ll be at the forefront of the global technological revolution of IoT.

Some benefits you'll get at EMnify:

  • Be part of a team in one of LinkedIn's Top 25 German Startups 2019
  • A flat hierarchy, direct and open communication culture
  • Challenging tasks in a dynamic and international environment (31+ nationalities)
  • Great central location in the heart of Berlin – with an awesome view!
  • Permanent working contract
  • Regular team and company events
  • Social rooms with a PlayStation to have fun together
  • A variety of drinks and snacks
  • Free gym on site
  • Free in-house German lessons
  • Dog-friendly work environment