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

The Opportunity

You are passionate about deep tech? You are looking for a truly entrepreneurial leadership role? You know how to build a kick ass customer organization? You love being part of a team of tech enthusiasts? You are looking for a people first culture? You know how to build and lead a world class customer experience organization in a super-fast growth environment?

Great! Because NavVis is looking for you and we have a new role opening that you will love.

We are hiring for a key new member of our senior leadership team. You are reporting directly to the CEO/Co-Founder. The Global Head of Customer Experience Team (CXT) is leading our fast-growing Customer Success Management, Support Engineering and User Education teams across our five offices in Munich (HQ), UK, NYC, LA and Shanghai. NavVis is one of Europe s leading deep tech startups. Funded with a total of USD 100 million we have quickly grown into the global market leader for mobile reality capture and digital twins in construction and industrial production. Our team of >300 from over 50 nations is on a mission: bridge the gap between the physical and digital world.

We are a people and culture first company. Life at NavVis is at the forefront of technical innovation. You will be part of a diverse and international community. At NavVis huge ambition and striving for world class results meets excitement, fun, entrepreneurial freedom, and tons of room for making friends and growing personally and professionally.

How you will make an impact

As the leader of our CXT your mission is to drive customer adoption. Usage is our ultimate measure of customer success and happiness. Together with your team you generate the insights, develop the vision, and set up the functions, processes, tools, and the team culture that drive usage:

• Lead the development and implementation of our customer and overall business strategy (as member of the senior management team)
• Be our global customer ambassador
• Lead our Customer Experience team across customer success, support, and user education globally and manage the interfaces and processes to the other departments at NavVis
• Help us achieve our super ambitious growth targets by driving usage and customer happiness
• Make our customer experience approach data driven, digital, scalable, and fun to interact with
• Balance empathy and performance driven management in your team

What will help you succeed in the role

We are looking for an outstanding entrepreneur and people leader with an exceptional track record in building and running global customer experience organizations:

• Proven track record in building and leading Customer Experience Organizations
• Deep expertise and hands on experience, preferably in most of technical account and customer success management, support, support logistics and support engineering as well as in user education and training
• Experience with driving customer adoption in data and SaaS driven B2B business models
• Great recruiting, coaching, moderation, presentation, and intercultural management skills
• Entrepreneurial drive proven by building new teams, tools, processes, and practices that stick
• Great business acumen and drive to understand our business beyond your role; be be a member of our senior management team with responsibility for the success of the whole company
• Outstanding integrity and interpersonal skills of a leader people love to follow

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
• A competitive compensation package that values the skills and experience you bring
• Up to 4000 EUR employee referral bonus