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Customer Support Director

Darmstadt (Germany) OR Jonestown, TX (USA)

We at a-tune, with our products and services, help researchers worldwide to invent the future.

To shape our future at a-tune, we are currently looking for a Customer Support Director.

Your role at a-tune

You’ll be leading our international support team, responsible for providing excellent technical and general customer support and cloud/SaaS services and maintaining outstanding customer relations with our international user community spread over 19 countries across 4 continents. Our support team is currently located in Germany, the UK and the US.

Our customer landscape includes global pharmaceutical companies, renowned bio-medical research institutes, as well as leading universities.

Based at either our Darmstadt or Texas Office and reporting directly to the CEO, your primary responsibilities will be to:

  • Manage customer communication, expectations and satisfaction
  • Manage service quality for continuous measurement and improvement in accordance with industry standards (ISO, ITIL)
  • Ensure effective collaboration and communication with our development, product management and sales teams
  • Prepare for and achieve quality accreditations and certifications
  • Drive further growth of the company and increase our presence within the cloud/managed services sector

You

  • love tackling challenging tasks and thrive on complex, rewarding relationships
  • are customer-focused, with a high degree of social expertise
  • are creative, but also analytical and solution-oriented
  • enjoy being part of an international team
  • have excellent communication skills
  • are a team leader, but also a team player; you get involved and are flexible

You're not just looking for any job, you want to contribute, participate and implement your own ideas.

Your skills and qualifications

  • Accredited University degree
  • Extensive experience in managed services and support
  • Previous experience in Quality Management (ISO, ITIL) would be ideal
  • Fluent English (written and spoken) is essential for communicating with our team and customers. German language skills are an advantage, but not required
  • Direct communication with our customers makes you tick
  • Business trips are no obstacle for you

The applicant must be authorized to work in Germany or the US as permanent resident. We are not offering relocation or sponsorship.

We want to expand, to become even better, and to advance – which is why we need you.

Have we piqued your interest?

Send us your resume and salary expectations to:

careers@a-tune.com

Human Resources Department
Ref.No. 202008/SUPMGR

a-tune software AG
Julius-Reiber-Str. 15
64293 Darmstadt
Germany

a-tune software

a-tune software has locations in Darmstadt/ Germany (Headquarters), Jonestown/ Texas and Brisbane/ Australia. We also have representation in France, the United Kingdom and Asia.

We are supporting research driven organizations with their data and compliance management needs by providing products, technology and expertise.

We offer you a comprehensive and smooth induction, performance-related pay, and exciting, varied challenges and development opportunities in our team.

Honesty, cooperation and solid teamwork are of paramount importance to us.

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a-tune welcomes you