Professional Services Manager – Remote – Germany

We are hiring at Aspire Software for a Professional Services Manager to join the team in Germany!

We are hiring at Aspire Software for a Professional Services Manager to join our team. The successful candidate will be based in Germany. Working closely with the local management team in supporting customer relations through professional services delivery and support, the ideal candidate must be willing to roll up their sleeves. This is a hands-on role that requires commitment and problem-solving skills in order to help bring our companies to the next level.

Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. Aspire Software’s focus is to acquire and grow vertical software businesses that provide mission-critical solutions in their respective niche or market. Since 2015, we have acquired over 60 businesses; today, Aspire Software has over 2000 employees across 20+ countries. This business model creates a rapid growth environment allowing the acquisition of new companies based on profitable vertical performance.

The successful candidate will live anywhere in Germany and work remotely from home!

What your day will look like:

• Plan and monitor the day-to-day operations involving professional services and customer support areas of the business to ensure smooth progress (customer support and professional service departments)
• Work closely with the PMO Manager to ensure professional services resources are allocated to customer projects and billability targets are met.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Implement, monitor, and give visibility through reporting of key performance indicators (answer rate / close rate/billability and utilization / etc.)
• Maintain accurate records and document all customer service activities and discussions
• Responsible for recruitment and ramp-up of new customer professional services resources and customer support agents.
• Interact directly with customers on escalated professional services and customer support issues
• Use Professional Services and Customer Support tools and documentation to investigate issues and answer questions relating to bugs, system configuration and how to use the functionality of the products
• Find potential improvement in any areas of the department to help increase productivity amongst staff and level of service to the customer
• Setup and monitor NPS reports

About You:

• 5 years’ experience as a Professional Services and/or Customer Support Manager
• Outstanding communicator (written and verbal) with unmistakable interpersonal skills in managing people both at staff support
• Ability to implement, monitor and drive best practices with clear KPIs throughout both departments
• Bachelor’s degree or relevant working experience
• Experience in SaaS and Enterprise Software
• Experience managing professional services and/or customer support teams
• Good understanding of management practices and techniques
• Proven team management (dealing with staff of 20+ is an asset)
• Experience in customer support via email and phone mandatory
• Technical awareness and ability to understand new software and services
• Proven people management, including HR general management knowledge, an asset
• Offshoring experiences
• Proficiency with Microsoft Office 365
• Customer service software (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
• CRM (Salesforce)
• Professional services software (Upland / Servicenow / etc.)
• Travel up to 25% required across Germany and EMEA
• Fluent in German and English, both written and verbal, is essential
• Legally authorized to work in Germany

For further information about Aspire Software, you can visit our website at www.aspiresoftware.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.