Customer Services Manager
Pix4D, Switzerland
Job Description
We are looking for an experienced Customer Services Manager to lead our customer services team and activities worldwide across verticals and territories.
Founded in Switzerland in 2011, Pix4D is the world leader in digital photogrammetry software solutions, allowing thousands of small to large businesses to extract value and business-critical information from digital images and 3D models. Thanks to a rich and recent product portfolio, Pix4D is marketing software products and data capturing tools into multiple industries such as geospatial, construction, inspection and agriculture.
As Customer Services Manager, your responsibilities will include the coordination of the overall customer services functions, the management of the customer services team located in Lausanne and other subsidiaries, the management and the performance of training services and products, the management of the platforms used to provide services and to communicate with customers (e.g. Zendesk).
The ideal candidate will be an experienced leader, able to organize teams in a complex multi-product, multi-industry, global organization, understand customer support, customer success, technical product support, training, and be able to work across teams and territories.
Responsibilities
- Coordinate customer services team and activities, consisting in customer support, customer success and training, in HQ and across subsidiaries
- Measure customer services performance and effectiveness
- Ensure response time and SLAs
- Manage training services and products
- Manage customer services platforms (Zendesk, Knowledge Base, User community)
- Coordinate the preparation and the publishing of technical documentation
- Keep up-to-date on industries, territories, user segmentation and user needs
- Ensure that all projects are delivered on-time, within scope and within budget
- Understand Pix4Dās software and applications and stay up to date with improvements
- Collaborate with Sales, Marketing, Revenue Operations and Product teams
Requirements
- Minimum 5 year experience in similar role
- Outstanding communication skills
- Ability to lead a team and to effectively collaborate across teams
- Ability to operate in a multicultural, multilingual environment
- Ability to manage multiple projects in a fast-paced, deadline-driven environment
- Action oriented with strong organizational skills
- Fluent in English, other languages are a plus
- Perfect fit with Pix4Dās values: passionate, positive, collaborative and respectful attitude
Benefits
Some points listed below involving interactions with others are temporarily suspended due to the covid situation.
- Permanent contract in a growing international company
- Well-located office close to Lausanne with an easy access by public transportation and a parking available
- Cool and modern workplace where you can just relax and enjoy!
- Flexible working hours and partial remote work possible
- Development opportunities to boost your career!
- Team-building activities
- Company event once a year in Lausanne (Switzerland) with Pix4Ders from all offices where we share information, play, eat and party together!
- Company's contribution to some events: Bike to Work (the biggest health and cycling promotion campaign in Switzerland), Lausanne Marathon
- Free seasonal local and organic fresh fruits, infusions and hot drinks
- Monthly free healthy and gourmand breakfasts (including gluten free!) to welcome new comers
- Discounts for restaurants and cafes, pharmacy, fitness centers, massages or other services (sophrology, coaching, physical preparation for the 10km, 20km, marathon, triathlon, cycling), and on Swiss Fair Trade products
Working environment
Pix4D is a unique, fun, and intellectually stimulating company where you can grow and excel in your field. Our environment is authentic and multicultural, a place where we respect and learn from each other in the pursuit of being the best at what we do. Get more information here.
Company
Pix4D is a developer of cutting edge software that converts images taken by hand, drone, or plane into survey-grade accurate and georeferenced 2D mosaics, 3D models and point clouds. Founded in 2011, Pix4D is rapidly expanding from its headquarters in Lausanne, Switzerland, to offices in Denver, San Francisco, Berlin, Shanghai, Tokyo and Madrid.
Pix4D technology enables lightweight civilian drones to become mapping and surveying tools for 3D reconstruction of any changing environment. It forms the base of many cloud-processing solutions and is used by t