The Role
At Personio, Customer Experience is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Experience follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!
The Customer Growth Team is embedded within the Customer Experience (CX) department and follows the mission to proactively engage with customers to expand MRR and maximize lifetime. At Personio, Customer Experience is an essential part of our company culture, which all customer-facing teams work according to. The Customer Experience teams enable our customers to understand the product, provide feedback, grow and ultimately unlock the full potential of HR organizations. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.
Your tasks and responsibilities include:
The Customer Growth Team is embedded within the Customer Experience (CX) department and follows the mission to proactively engage with customers to expand MRR and maximize lifetime. At Personio, Customer Experience is an essential part of our company culture, which all customer-facing teams work according to. The Customer Experience teams enable our customers to understand the product, provide feedback, grow and ultimately unlock the full potential of HR organizations. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.
Your tasks and responsibilities include:
- Net Retention MRR Budget Attainment: You are responsible for all Net Retention initiatives across different small customer segments and set the direction to achieve company wide business goals
- Leading and Coaching: You develop and lead your leadership team (5-6 people leaders) in the DACH SMB market; you coach team leads (and senior individual contributors) to help them continue to show outstanding performance
- Hiring and Attrition: You are responsible for all hiring activities of employees/team leads in your customer segment, ensuring you achieve the hiring plan, anticipating attrition and avoidable/regrettable leavers
- Strategy: You have a 1-2 year strategic view of how we are growing and retaining our smallest customer base in a scalable manner. You understand the bigger picture, think conceptually and guide teams and stakeholders on how to get there.
- Processes: You work cross-functionally with Program Managers, being responsible for leading the vision of a specific journey (e.g. retention) across all three customer segments, hence a big impact on several teams/tribes
- Planning: You own the planning for your segment (budget, quota, workforce, OKRs) to ensure a cost-efficient and scaling organization
- Ambassador: You represent Personio towards a large part of our customer base (approx. 45% Logos) and independently resolve customer escalations whenever necessary (and escalate only as needed)