Customer Operations Director

1 week geleden

Amsterdam, Nederland To-Increase Voltijd

**About Us**

Our mission is simple: we want to help our customers solve complex business matters using easy digital solutions. We have passionate and technologically savvy people working here, we’re proud of the awards we have received, but the trust we get every day from our 2000+ customers means more than anything The growth and success of To Increase is driven by the passion and dedication of everyone in the organization. To Increase has grown into an international team with offices in Netherlands, India, Italy and presence in United States and Australia with motivated people that drive together our success journey.

**About the Team**:
Our Care Team’s mission is to develop and nurture Customer relationship at every opportunity. Our aim is to have each customer be an Advocate of To-Increase.
Care team is responsible for all customer care and support activities to deliver an optimal customer experience for external and internal teams. Delivering excellent CSAT, CES and NPS by providing correct and efficient solutions. Contribute to our culture of continuous improvement by feeding relevant findings back into the organization.

**Role Focus**:Bring a paradigm shift to the care business: Transition to a value-based ARR contract model

Imagine our Care business as a lighthouse, guiding ships through the fog. Today, we are selling them individual beams of light—tickets and time banks—that help them navigate immediate obstacles.

While this is valuable, it's not the full potential of what our lighthouse can offer. Let us now offer a subscription to a guiding light that's always on, illuminating their entire journey and ensuring they reach their destination safely. This is what transitioning to a value-based ARR contract model would mean for us. We will become an integral part of our clients' long-term success. It's a paradigm shift that deepens our relationships with our clients and allows us to deliver consistent, meaningful value.

**Join Our Team as Customer Operations Director**

Are you ready to empower our team and drive To-Increase's growth to new heights? We're seeking a talented **Customer Operations Director **to join us on this exciting journey.

**About the Role**:
As the Customer Operations Director, you'll play a pivotal role in building exceptional customer experiences. You'll be responsible for developing teams, implementing scalable processes, and acting as a key interface to leadership across various teams. If you're a people manager with a passion for technology, experience in the Microsoft environment, and excellent communication skills, this role is perfect for you

**Key Responsibilities**:

- Develop and execute the Care team strategy in alignment with To-Increase's overall strategy.
- Set and manage objectives and key results of the Care team.
- Drive revenue impact, margin impact, sales impact, and customer satisfaction ratings.
- Define and implement robust customer care support strategies and processes.
- Lead the shift of Care practices to a value-based business model.
- Drive cross-functional collaboration and communication.
- Identify opportunities for cross-sell, upsell, and license audit.
- Manage global strategic customer care & support activities.
- Improve current business processes to enhance customer experience.
- Track and report key functional metrics (KPIs) on customer care & support performance.

**About You**:

- Approximately 8-10 years of experience, including leading teams in a software technology environment.
- Business-related bachelor's degree.
- Proven track record in increasing business results (P&L performance) and being able to lead a team effectively to meet SLAs/ KPIs
- Experience in a professional services environment that drives revenue through its people.

**Required Skills**:

- Strategic mindset with a pragmatic attitude.
- Exceptional leadership and people management skills.
- Ability to foster a diverse and collaborative team culture.
- Continuous improvement and change management expertise.
- Superior customer-centric mindset.
- Fluency in English; proficiency in Dutch is advantageous.

**Why Work for Us**

While we are focused on creating top-quality ERP solutions, it also reflects on our team. Emphasizing on our people-first philosophy, at To-Increase, we genuinely strive for an environment that drives innovation, well-being, and community feeling. On the job, you will be given ample opportunities to learn on the job and continuously grow and improve yourself. With an inclusive culture, we recognize that every individual is different and allow the flexibility to work the way that suits them, which in turn helps generates creativity, problem-solving, and sustainability that wouldn’t otherwise be possible.
- **People-oriented culture**: Informal, non-hierarchical, people-oriented culture where every voice counts, and people are encouraged to be themselves.
- **Hybrid workplace**:Flexible working arrangement, creating a better work-life

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