Head of Customer Experience (m/f/d)
At ECSO CLOUD, we are proud to have been a leading global provider of cloud hosting and colocation services for over a decade. With a strong focus on flexibility, data protection, and availability, we serve over 100,000 businesses. Our success is built on our values of innovation, reliability, and teamwork. As part of our dedicated team across multiple locations, we offer you the opportunity to work in a dynamic and forward-thinking environment. We are looking for someone who is passionate and determined to support our mission of providing customized service level agreements under fair market conditions. If you are creative, a strong communicator, and goal-oriented, we look forward to getting to know you and shaping the future of cloud services together. Let’s take your career to the next level together!
Responsibilities
- Developing and implementing an end-to-end customer experience (CX) strategy aligned with business objectives.
- Mapping customer journeys to identify pain points, operational bottlenecks, and opportunities for service enhancement.
- Leading and mentoring customer-facing support, success, and service delivery teams to maintain high service standards.
- Establishing key CX metrics (NPS, CSAT, CES, Churn Rate) and establishing regular reporting dashboards for executive leadership.
- Collaborating with product, sales, and engineering teams to translate customer feedback into actionable product and service improvements.
- Implementing and optimizing customer feedback loops, automated onboarding journeys, and self-service support channels.
- Serving as an internal advocate for the voice of the customer across all company departments and strategic initiatives.
Qualifications
- Degree in Business Administration, Marketing, Communications, or a related field (or equivalent practical experience).
- Proven leadership experience in a CX, Customer Success, or Customer Operations role within a B2B, SaaS, or IT environment.
- Deep understanding of customer journey mapping, feedback management tools, and modern CRM systems.
- Strong analytical skills with a proven track record of using customer data and insights to drive business change.
- Exceptional interpersonal and communication skills, with a passionate, customer-first mindset.
- Complete fluency in English (written and spoken), with business-fluent German language skills being a strong advantage.
Benefits
- Insight into modern IT environments and cloud technologies
- Practical experience in a dynamic team
- Personal mentoring and the opportunity to actively contribute your own knowledge
- Flexible working hours
- A company-issued laptop (Mac)
- Free snacks and drinks, provided you are working on-site.
- Lieferando Flat for all on-site employees.
- Free access to a fitness center of your choice (we'll cover the costs).
- Private Retirement Savings
- Pets are also allowed at the workplace (and are actually very popular).
- Additional vacation days on company holidays / when things are slow.
- (After a certain length of service) Company car leasing at Hanko (BMW)
- Exclusive employee discounts on ECSO CLOUD products.
- Reimbursement for travel expenses (e.g., for a trip to a data center).
- Regular team activities (including those abroad) with all costs covered.
- Additional family benefits (extended paternity leave, extra vacation days for family activities, etc.).
