Head of Client Operations (m/w/d)
Core
Lead a 15-person support and consulting team to drive operational excellence, customer satisfaction, and revenue growth for a B2B SaaS laundry software company.
Role type
Senior IC Head of Client Operations
Builds
Support and consulting services for B2B SaaS clients
Domain
B2B SaaS / Laundry & Textile Services
Required skills
Team leadership, operational management, customer escalation handling, process optimization, AI tool adoption, revenue management, KPI reporting, cross-functional collaboration
Preferred skills
Sales experience, commercial performance track record, laundry/textile industry knowledge, SaaS support/consulting background, AI tools in customer service
Technologies
AI tools, ticketing systems, knowledge bases, copilots
Responsibilities
Lead and develop a 15-person support and consulting team; manage critical customer escalations and ensure high satisfaction; establish and optimize support and consulting processes; drive adoption of AI tools within the team and for customers; identify upsell/cross-sell opportunities and collaborate with sales; manage revenue and budget targets for the support and consulting area; report KPIs to the executive team; act as a liaison between customers, product development, and management
Seniority
Senior, hands-on IC
