Senior Director, ERP Client Support Emea - Berlin, Deutschland - Sovos Compliance

Beschreibung

Build your future with Sovos.
If you're seeking a career where innovation meets impact, you've come to the right place.

As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionising how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges - we're committed to making a positive and lasting difference in everything we do.

Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes.

Excited about the possibilities? So are we


The Work You'll Do:

The Senior Director, Client Support EMEA will lead and oversee members of the Support team that delivers client support for clients utilising Sovos' products and/or service offerings.

The Senior Director is responsible for ensuring that all services are successfully supported in a timely fashion while delivering an outstanding customer service experience.

This individual is passionate about client service and leading others, is extremely detail oriented and organised, and is an excellent communicator.

Location:
flexible (UK, Germany, Netherlands, France)


More specifically you will

• Leading a high performing Software Support team located in Portugal and Turkey, accountable for service levels and process controls for both an SMB and Enterprise software client base
• Managing the full employee lifecycle of a high performing client support team, with a focus on developing and coaching support teams to consistently deliver exceptional results
• Responding to and managing client escalations efficiently ensuring internal and external stakeholders are kept updated on progress and resolution
• Presenting customer feedback to internal teams to drive end user improvements and product enhancements
• Analysing and interpreting data to drive crossfunctional initiatives to reduce customer incidents and to reduce support costs and improve the customer experience
• Implementing, in partnership with other functions processes, systems and practices that enhance efficiency and automation of customer support and experience
• Participating in local M&A integration as necessary and as assigned in related countries in scope.

What We Need from You

• Fluent in English and Turkish (written and spoken)
• Advanced experience with Salesforce, CRM, and support tools
• Proven track record implementing efficient customer support processes, including AI solutions
• 10+ years of servicerelated experience preferred
• 5+ years of leadership experience in multiproduct support
• Experience managing in a matrix environment, preferably with a global organisation
• Strong time management, organisational, and decisionmaking skills
• Ability to empower teams to achieve goals
• Proficient in data analysis for performance improvement
• Highly motivated and adaptable to changing environments
• Consistently delivers results on time and within budget
• Bridges strategy with tactical execution effectively
• Demonstrates integrity and ethical behaviour
• Understands business sensitivities and confidentiality

What Does Sovos Offer You?
The tools to enhance your life - because we want you to enjoy your life outside of work and inside

• Flexible Time-Off
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognised Training and Development programs
• Benefits

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees.

We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law.

At Sovos, all employees are encouraged to bring their whole selves to work.

**Company Background