d) Specialists & Complaint Management at StepStone Group

Düsseldorf, North Rhine-Westphalia, Germany

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Online Job Platforms, Technology, HR TechIndustries

Requirements

Abgeschlossene kaufmännische Ausbildung oder Studium – idealerweise mit Fokus auf Kommunikation, Wirtschaft oder Service
Mindestens 4 Jahre Berufserfahrung im Customer Success oder Beschwerdemanagement – idealerweise mit mindestens fachlicher Leitungsverantwortung
Hohe Problemlösungskompetenz, ausgeprägtes Qualitätsbewusstsein und Leidenschaft für nachhaltige Prozessoptimierung
Erfahrung in der Erstellung von Reportings sowie in der adressatengerechten Kommunikation von Analyseergebnissen
Kenntnisse in CRM-Systemen (z. B. Salesforce) und im Umgang mit Ticketsystemen (von Vorteil)
Sehr gute Deutschkenntnisse sowie gute Englischkenntnisse in Wort und Schrift
Erfahrung in B2B-SaaS-Umgebungen – idealerweise in einer Post-Sales- oder Service-Rolle

Responsibilities

Führung & Teamentwicklung: Leiten, coachen und befähigen der Teams, fördern individueller Potenziale und sicherstellen herausragender Performance
Strategie: Gestalten der Ausrichtung des Customer Success-Bereichs mit und definieren einer Roadmap von Initiativen zur Verbesserung der Customer Experience und Steigerung zentraler KPIs
Service-Innovation: Konzipieren, Testen und Implementieren neuer Services entlang der Customer Journey zur messbaren Verbesserung der Customer Experience und CS-KPIs
Komplexes Beschwerdemanagement: Bearbeiten anspruchsvoller Kundenfälle eigenständig und sicherstellen nachhaltiger, konsistenter Lösungen
Prozesse, Standards & Reporting: Definieren von Prozessen, Standards und KPIs, Erstellen von Reportings, Ableiten von Insights und enge Zusammenarbeit mit Stakeholdern aus Vertrieb, Customer Success, Service, Produkt und Marketing

Skills

Key technologies and capabilities for this role

Team LeadershipTeam DevelopmentCustomer SuccessComplaint ManagementCustomer ExperienceStrategy DevelopmentRoadmap PlanningService InnovationKPI ManagementRetention ImprovementCustomer JourneyCoaching

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site.

What qualifications are required for this role?

Candidates need a completed commercial training or degree ideally focused on communication, business, or service, at least 4 years of experience in Customer Success or Complaint Management ideally with leadership responsibility, strong problem-solving skills, quality awareness, passion for process optimization, reporting experience, CRM knowledge like Salesforce, very good German and good English skills, and B2B experience.

What is the salary for this position?

This information is not specified in the job description.

What does the role involve in terms of team leadership?

The role involves leading and developing two highly specialized teams in Customer Success and Complaint Management, coaching team members, fostering potentials, and ensuring outstanding performance.

What makes a strong candidate for this Team Manager role?

A strong candidate has at least 4 years in Customer Success or Complaint Management with leadership experience, a commercial background, strong problem-solving and process optimization skills, reporting expertise, CRM knowledge, and fluency in German and English, particularly with B2B experience.

StepStone Group

Global private markets investment firm

About StepStone Group

StepStone Group manages a large amount of private capital, totaling over $91 billion, with around $24 billion in assets under management. The firm specializes in private markets, focusing on various investment strategies including private equity, infrastructure, real assets, real estate, and private debt. StepStone creates tailored investment portfolios for sophisticated investors by using a disciplined research approach that combines primary investments, secondary market purchases, and co-investments. This comprehensive strategy sets StepStone apart from competitors, as it emphasizes customization and thorough research to meet the specific needs of its clients. The goal of StepStone is to provide effective investment solutions that maximize returns for its clients.

New York City, New YorkHeadquarters

2007Year Founded

$8,091.2MTotal Funding

IPOCompany Stage

Venture Capital, Financial Services, Real EstateIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Mental Health Support

Paid Vacation

Wellness Program

Risks

AI-powered investment platforms may challenge StepStone's traditional strategies.

StepStone's cybersecurity involvement may increase exposure to cyber threats.

Shift towards AI-native platforms requires StepStone to adapt investment strategies.

Differentiation

StepStone Group offers customized exposure to private real estate investments.

The firm manages over US$91 billion in private capital allocations globally.

StepStone integrates primaries, secondaries, and co-investments in its portfolio strategies.

Upsides

Growing interest in AI solutions can enhance StepStone's investment strategies.

AI-driven risk management trends offer new opportunities for StepStone's portfolio.

Expansion in cybersecurity intelligence can improve StepStone's security measures.

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