Customer Account Manager (m/f/d) / After Sales Operations EMEA
- U.I. Lapp GmbH
- Stuttgart
LAPP
We offer all employees the freedom to develop and pursue new opportunities. Flexibility and personal responsibility are just as important to us as a family-friendly work environment. We value all our colleagues with their talents, ideas and perspectives.
After all, every personal contribution counts when it comes to meeting the needs of our customers from various industries together. Together we keep the industry alive: alive by LAPP – alive by YOU!
Your tasks
- Present digital services to the customer, identify needs, and support tailored solutions, fostering collaboration and driving new business opportunities together with the global eKanban team
- Lead the onboarding process for new customers, ensuring a seamless introduction to our digital products and services
- Oversee the first level support, ensuring timely and effective resolution of customer issues, orchestrate 2nd and 3rd level support internally as well as with third-party suppliers
- Manage the escalation lifecycle for all issues impacting users of our digital service (main focus Lapp eKanban). This includes identifying and validating issues, conducting research, documenting findings, prioritizing actions, and maintaining clear communication with the lifecycle
- Plan and execute the rollout of new product features and updates to customers. Collaborate with the product team to implement enhancements that address customer needs and suggestions
- Additionally, advocate for solutions with Global Digital Unit (GDU) of LAPP and third-party supplier to verify that implemented fixes effectively address the issues
- Monitor customer activities and performance metrics to ensure alignment with agreed-upon KPIs
- Develop and implement strategies for churn prediction and prevention to enhance customer loyalty and retention internationally across Europe, Middle East, and Africa
Your profile
- Bachelor’s or master’s degree in economics/Entrepreneurship /Marketing/Communication, or a related field
- Proven experience in customer account management, ideally within the digital products or services sector
- Team player with the ability to thrive in a dynamic environment
- Fluency in English and German is required; additional language skills are advantageous
- Customer-centric mindset with a strong focus on customer satisfaction
- Experience with digital tools and platforms, and familiarity with CRM systems
- Excellent communication and presentation skills, with the ability to convey complex information clearly
- Strong problem-solving and organizational skills
- Ability to understand and communicate technical concepts effectively
- Good knowledge of data analysis and KPI tracking
- Proactive, self-motivated, and able to work independently
Good reasons for LAPP
- Variety of tasks and responsibilities & plenty of scope for ideas
- Value-based family business
- Global player with flat hierarchies
- Flexible working hours models & home office
- Work life balance due to the possibility to swap shifts
- Social benefits and discounts such as job train ticket & private parcel acceptance
- Personnel development, onboarding & individual support
- Annual international soccer- & volleyball tournament
- Public transport connection directly at station „Lapp Kabel“
- Sports- & health activities and healthy canteen
- Consulting in social and care services
Contact
- Frank Uhlemann
- HR Business Partner
- +49711/7838-3020
