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Customer Success Representative (m / f / d).
ZF GroupWarszawa, MZ, PL22 dni temu
Opis pracyBachelor's degree in Business Administration, Information Management, Operations Management, or a related field. Master’s degree is a plus. At least 5 years of experience in knowledge management, operations management, or a related field. Proven experience in developing and implementing knowledge management strategies, particularly within operational organizations. Experience in managing partner and customer onboarding processes, ideally in a technical or operational environment. Familiarity with knowledge management systems, document management tools, and collaboration platforms (e.g., SharePoint, Confluence, etc.). Understanding of process mapping, workflow management, and other operational readiness tools is a plus. Very good change management skills to assess impact of changes, change strategies, and to effectively communicate and implement changes Fluent in English, additional language skills (e.g. French, Spanish, German) is a plus Willingness to travel in Europe Flexible working hours Hybrid mode of work (home office and work on premises) Private medical care (Lux Med) Life insurance Annual bonus Mulitisport Card and Cafeteria System
Your tasks
- Develop, implement, and maintain a comprehensive knowledge management framework tailored to the needs of the organization.
- Establish and manage processes for capturing, organizing, and sharing critical operational knowledge across the organization.
- Manage knowledge repositories (e.g., intranet, document management systems) to ensure they are organized, up-to-date user-friendly, and easily accessible.
- Identify gaps in knowledge and collaborate with relevant stakeholders to create solutions for addressing them.
- Measure quality data training and propose improvements.
- Act as the main point of contact for external customer support agencies and inside sales agencies handling our digital products.
- Define service expectations, performance KPIs, and SLAs for these agencies. Continuously monitor, evaluate, and improve the performance of customer support partners, ensuring high-quality customer experiences.
- Lead regular performance reviews, align on action plans, and ensure adherence to best practices.
- Work closely with digital product teams to align customer support processes with new feature launches, software updates, and evolving business needs.
- Work closely with product, marketing, process owners and other stakeholders to gather insights and document operational processes, workflows, and lessons learned.
- Foster a culture of knowledge sharing and continuous learning by facilitating cross-functional collaboration and knowledge exchanges.
Your profile
Why join our team?
You will work in an open and transparent corporate culture where ownership, accountability, diversity, and respect are important values. Our employees are passionate about their jobs and believe that team spirit and fun are at the heart of our success. We foster an environment with healthy self-reflection and continuous improvement, where outside ideas are genuinely valued, and every team member can influence decisions and question current norms.
In this stimulating, fast-growing, and challenging environment, we offer you :
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Customer Representative • Warszawa, MZ, PL