Department Manager – Professional Services

This is a fully remote position, open to applicants in Germany.

📋 Description

• Overall responsibility for the Professional Services sector, including the Customer Success & Support, Customer Onboarding, Analytics & Reporting, and Professional Cooperation teams.

• Development and implementation of a forward-looking Professional Services strategy across the entire Customer Lifecycle.

• Leadership, coaching, and development of team leaders and employees.

• Establishment of a high-performing, scalable organization with clear responsibilities and efficient processes.

• Accountability for delivering an excellent Customer Experience – from onboarding to long-term customer development.

• Ensuring high service quality and successful utilization of our software solutions.

• Strategic management and development of our key clients and partners in the pharmacy, medical, telemedicine, and large customer sectors.

• Identification of opportunities to enhance customer satisfaction, retention, and long-term customer success.

• Responsibility for central service processes such as product database management, payment and billing processes, and the operation of our wholesale solutions.

• Development of our consulting and service offerings for pharmacies and strategic partners.

• Leadership of digitization and automation projects.

• Implementation and advancement of CRM, ticketing, and service management systems.

• Identification and implementation of modern AI solutions to enhance efficiency and improve the Customer Experience.

⛳️ Requirements

• Several years of experience in a leadership role within Professional Services, Customer Success, Customer Operations, or Service Management – ideally in a B2B SaaS, software, or technology-driven company.

• Experience in leading and developing interdisciplinary teams as well as establishing efficient organizational structures.

• Strong understanding of Customer Experience and the entire Customer Lifecycle – from onboarding to long-term customer retention.

• Proven experience in managing strategic customer relationships and complex service organizations.

• Enjoyment in analyzing, improving, and sustainably scaling processes.

• Experience with CRM, ticketing, or service management systems, along with a strong affinity for data and KPIs.

• Interest in digitization, automation, and the use of modern AI tools.

• Entrepreneurial thinking, a hands-on mentality, and the ability to set priorities in a dynamic environment.

• Strong communication skills, initiative, and the ability to inspire people and successfully implement change.

• Ideally, experience in the healthcare sector, HealthTech, pharmaceuticals, or pharmacy environments – or alternatively, a willingness to quickly learn about our industry.

🏝️ Benefits

• Innovative environment: We are working on software solutions that actively advance the cannabis industry.

• Diverse projects: Varied challenges with creative freedom instead of routine.

• Flat hierarchies: Your ideas matter. We maintain open communication and collaboration at eye level.

• 30 days of vacation: For your relaxation and rejuvenation.

• Corporate benefits: Exclusive discounts with numerous partners.

• Regular feedback and development discussions: For your personal and professional growth.

• Flexible working hours: Arrange your working time to fit your life.

• Ongoing development: Your contributions actively shape the industry, and you will grow together with us.

• A responsible position with significant creative freedom and direct influence on our brand.

• The opportunity to actively further develop a leading brand in digital healthcare solutions.