Team Lead Customer Success / Head Consultant Product Application (f/m/d)

📌 Core Information

🔹 Job Title: Team Lead Customer Success / Head Consultant Product Application (f/m/d)

🔹 Company: Alcemy

🔹 Location: Germany

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote OK

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Enhancing and scaling the customer journey at Alcemy.
• Driving cross-functional collaboration and developing scalable customer success routines.
• Leading a high-performing team with a focus on accountability and impact.
• Translating technical value into practical customer impact.

ASSUMPTION: The role is crucial for Alcemy's mission to decarbonize the cement and concrete industry by ensuring customer success through efficient processes and team leadership.

📋 Key Responsibilities

✅ Drive and implement initiatives to boost team efficiency and establish best practices.

✅ Foster collaboration and alignment across Sales, Engineering, DataOps, and Customer Success.

✅ Build and maintain knowledge management systems for effective customer service.

✅ Lead and coach the Customer Success team, promoting a culture of continuous improvement.

✅ Serve as a sparring partner and guide for team members in technical and change management aspects.

✅ Provide strategic support to navigate customer resistance and drive product adoption.

✅ Take direct ownership of a few customer accounts for hands-on guidance.

ASSUMPTION: Responsibilities assume a strong emphasis on leadership in both people management and technical acumen to facilitate customer success and operational efficiency.

🎯 Required Qualifications

Education: Not specified

Experience: Several years in customer-facing roles within B2B SaaS or similar environments, with a minimum of 2 years in team leadership.

Required Skills:

• Customer Success
• Team Leadership
• Process Improvement
• Technical Communication
• Project Management
• Change Management
• Collaboration
• B2B SaaS
• AI/ML
• Operational Efficiency
• Customer Retention
• Account Management
• Coaching
• Data-Driven Decision Making
• Stakeholder Engagement
• Knowledge Management

Preferred Skills:

• Proficiency in German or Spanish

ASSUMPTION: Qualifications require a comprehensive blend of technical and leadership skills, possibly with multilingual capabilities as a preferred asset.

💰 Compensation & Benefits

Salary Range: Competitive market-rate salary aligned with experience.

Benefits:

• VSOP equity options vested over 4 years
• Flexible working hours and a remote work option
• Budget for personal and professional development (€1500/year & 3 days/quarter)
• Access to mental well-being and family support platforms
• Dog-friendly office and regular team activities

Working Hours: 40 hours per week with flexible schedule

ASSUMPTION: Benefits highlight Alcemy's commitment to both professional growth and work-life balance, aligning compensation with the industry's standards.

📌 Applicant Insights

🔍 Company Context

Industry: Automation Machinery Manufacturing, focusing on cement and concrete production.

Company Size: 51-200 employees, offering a dynamic, growth-oriented environment.

Founded: 2018

Company Description:

• Uses AI-driven technology to optimize cement and concrete production.
• Aims to reduce CO2 emissions in the construction industry significantly.
• Operates in over 30+ cement plants with significant market penetration in Germany.

Company Specialties:

• Not Specified

Company Website: https://alcemy.tech

ASSUMPTION: Alcemy's innovative use of AI in a traditional industry presents unique challenges and opportunities for potential applicants.

📊 Role Analysis

Career Level: Senior leadership with significant impacts on customer success strategy.

Reporting Structure: Likely reports directly to executive leadership, given the strategic importance.

Work Arrangement: Primarily remote with flexibility for in-office work in Berlin, Germany.

Growth Opportunities:

• Lead a diverse and dynamic team in a niche market.
• Opportunity to implement and drive innovative customer success solutions.
• Partake in strategic company growth and environmental impact efforts.

ASSUMPTION: Role offers substantial influence in shaping customer experiences within a pioneering tech space.

🌍 Location & Work Environment

Office Type: Modern office environment in central Berlin for flexible workspaces.

Office Location(s): Rosenthaler Str. 51, Berlin, 10178, DE

Geographic Context:

• Centrally located in Berlin, providing cultural and transportation conveniences.
• Remote work allows nationwide inclusion within Germany.
• Berlin office presents a collaborative and innovative tech culture.

Work Schedule: Predominantly remote with flexible hours adhering to German time zone considerations.

ASSUMPTION: The geographic flexibility supports wide candidate appeal within Germany's tech industry.

💼 Interview & Application Insights

Typical Process:

• Initial 1:1 screening call (30 minutes)
• Take-home task reflective of job duties
• Technical interview (60 minutes)
• Team interview (45 minutes)
• Reference check from provided contacts

Key Assessment Areas:

• Technical communication and leadership skills
• Problem-solving in high-complexity environments
• Customer-centric process management

Application Tips:

• Highlight experience in B2B SaaS and technical environments.
• Demonstrate strong leadership and process improvement skills.
• Emphasize flexibility and aptitude for remote work dynamics.

ATS Keywords: Customer Success, B2B SaaS, AI/ML, Leadership, Change Management

ASSUMPTION: The interview process is designed to be thorough and reflective of actual on-the-job scenarios, targeting skilled applicants proficient in customer success dynamics.

🛠️ Tools & Technologies

• Machine Learning Tools
• Data Analytics Software
• B2B SaaS Platforms

ASSUMPTION: Familiarity with the technologies outlined will likely boost a candidate's profile, though training might be offered for specialized internal systems.

👔 Cultural Fit Considerations

Company Values:

• Honesty and Integrity
• Commitment to Environmental Sustainability
• Collaborative and Innovative Approach

Work Style:

• Proactive and results-driven
• Flexible and open to remote collaboration
• Supportive team dynamics with a feedback culture

Self-Assessment Questions:

• How do your leadership strategies drive team efficiencies?
• Can you adapt technical solutions to customer needs effectively?
• How do you foster a collaborative team culture?

ASSUMPTION: Cultural fit is vital for integration into Alcemy's team-oriented and purpose-driven environment.

⚠️ Potential Challenges

• Managing a remote, technically diverse team effectively
• Navigating complex AI/ML technologies and industrial applications
• Ensuring seamless cross-department collaboration
• Driving customer success in an evolving, high-stakes environment

ASSUMPTION: Challenges may require adaptable and innovative problem-solving approaches in a dynamic industry setting.

📈 Similar Roles Comparison

• Similar roles in AI/ML-focused B2B SaaS environments
• Leadership roles that emphasize technical customer success
• Positions requiring cross-functional team collaboration

ASSUMPTION: Comparison indicates a role at the convergence of technology leadership and customer success, unique to AI-enhanced industrial solutions.

📝 Sample Projects

• Scalable implementation of customer success routines
• Innovation in cross-functional collaboration for customer journeys
• AI-driven customer engagement strategies

ASSUMPTION: Projects are assumed to align with Alcemy's transformative approach to the cement and concrete industries through technological advancements.

❓ Key Questions to Ask During Interview

• What is the biggest challenge Alcemy is currently facing in scaling customer success?
• How do you measure success for the Customer Success team?
• What tools and resources are available to support the remote work environment?
• How does Alcemy support ongoing professional development?
• What is the company's approach to continuous improvement and innovation?

ASSUMPTION: Questions are tailored to provide insight into strategic alignment, support mechanisms, and growth potential at Alcemy.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for the 1:1 screening call by reviewing your relevant experience.
• Complete the take-home task with practical applications of job duties.
• Engage in technical and team interviews with a focus on collaborative skills.
• Provide references who can vouch for your leadership and customer success impacts.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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