Global Head of Customer Experience (F/M/D)

OUR VISION

NavVis is one of Europe’s leading deep tech startups and the global leader in dynamic 3D scanning and digital twins for buildings and industrial assets. Out of Munich (HQ), Birmingham, NYC, LA and Shanghai our team of 350+ is on a mission: Bridge the gap between the physical and digital world.

We are revolutionizing our industry with a novel technology and business model. Our success and growth are now defined by usage. Usage of our solutions is changing the market, driving renewal, upsell and putting future customers under adoption pressure. Thus, our Customer Experience Teams – Education, Success Management and Service - are at the heart of NavVis.

ABOUT THE ROLE

We are looking for a true entrepreneur and strong new member of our executive team (you will report directly to the CEO). Together we want to bring digital twins into every room and ensure that every customer gets the maximal value from our solutions.

• It is your responsibility to enable and drive usage: that means for our direct and indirect customers to scan, process, analyze, and collaborate on even more square meters
• To achieve this, you will lead and mentor teams of Customer Success Managers for our direct and indirect business, Customer Education Specialists, and Support Engineers
• Ultimately you will define and drive our customer success and post-sales strategy
  • Educate customers with best-in-class technical documentation, trainings, high-quality knowledge articles and a great customer portal
  • Help customers improve with demos and best practices for different use cases / workflows
  • Support channel partners with Train the Trainer session to get more customers onboard and help with support cases
  • Improve existing and build new processes that are solving our customers problems
• To achieve this, you will partner with the Heads of all major functions at NavVis and drive a customer-centric culture to
  • Maximize retention und upsell
  • Make customer experience a true competitive advantage in our industry
  • Develop, define, and implement a data-driven business culture in post sales

ABOUT YOU

We are looking for an outstanding leader with an exceptional track record in running and building a global Customer Experience Function.

• Proven track record in building and leading customer success teams with outstanding results; ideally with extensive experience in Customer Education, Success Management, Channel Support Management, Support, Customer Retention and other post sales areas
• Passion for analytics and experience in developing and executing the right KPIs
• Great coaching, moderation, presentation, and intercultural management skills
• Entrepreneurial drive proven by building teams, tools, processes, and practices that stick
• Great business acumen and a strong drive to understand our business and technology beyond Customer Experience. Willingness to be a member of our senior management team with the responsibility for the success of the whole company
• Outstanding integrity and interpersonal skills of a leader people love to follow
• Ability to come to the Office (Munich, Germany) regularly

HOW WE WILL KNOW WE ARE A PERFECT MATCH

Your recruiting partner for this role is Kim (she/her). You can expect to go through a screening call, and up to 6 stages of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.

HOW WE WILL KEEP YOU SMILING

• It's important to take a break from work! We offer 30 days of paid time off per year
• We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work!
• We offer full visa and relocation support for international candidates
• An attractive bike leasing model through JobRad, in line with our commitment towards sustainable mobility
• A competitive compensation package that values the skills and experience you bring
• Up to 4000 EUR employee referral bonus
• Financial support for local language classes to help you in your journey of integrating into the culture!

ABOUT US

NavVis is a technologically-focused, global leader in reality capture and digital factory solutions. Prominent manufacturers and laser scanning professionals from across the world trust our ground-breaking technology, which is designed to capture and share the built environment as photorealistic digital twins.

More than 300 people from ov