GK Software is an acclaimed global player in cloud services for retail. Our solutions redefine and set precedents for customer experience and drive growth and sustainability for our retail clients. We are recognized and awarded for our ability to deliver technology today, that meets tomorrow’s demands. GK Software is a leading provider of holistic standard software for the retail industry. GK Software, headquartered in Schöneck, Germany, is represented at 15 locations in 9 countries worldwide. The group has established itself as a technology and innovation leader in the market through its open and platform-independent software solutions.
GK Software Australia Pty Ltd is looking for a Head of Customer Care. The position will be responsible for ensuring that the company provides the best possible service to its Australian customers.
The position is based in Dandenong.
The tasks of this role include the following:
• Identification of opportunities and follow up in ongoing service engagements (farming)
• Support GK Service Sales in identification of service opportunities in existing customer relationship
• Customer Interaction and relationship management up to C-Level in service engagements to gain an understanding of customer needs
• Customer service controlling and monitoring (progress, cost, revenue, risk, etc.)
• Ensure compliance of service topics according to the Customer SLA
• Escalation instance for customer and GK customer Care managers in case of service escalations
• Steering committee member (governance role)
• Forecasting revenue for the assigned customers, monthly/ annual planning
• Overall commercial management including renewal of contracts for existing customers (change management) GK Software-Gruppe
• Optimize and balance resource usage within the own group of CCMs and customers
• Identify optimization potential w.r.t. continuous improvement processes (provide input, support)
• General internal reporting and admin task as per GK country requirements
Skills & Experience required for the position
• At least 10 years experienced as business development manager in the IT industry
• Retail experience and retail process knowledge (POS, Backoffice, OMS/ERP - store processes)
• Knowledge of POS / OMS / ERP products
• Medium Level GK Product Skills (POS / Backoffice, OMS ...)
• Proficiency in GK-internal tools and internal processes
• MS-Office Skills (Word, Excel, PPT)
• Good general IT knowledge
• Extraordinary level of engagement, self-motivation and flexibility
• Distinct sense of ownership and accountability (program, customer)
• Hands on mentality
• Tactical- and strategic thinking skills
• Good communication skills (including C-level) and networking capabilities, presentation skills
• Good time management skills
• Analytical capabilities, methodical approach to problem-solving
• Consultative and advisory competencies (recommend, ask, etc.)
• People- and team management skills (incl. coaching, motivation), situative leadership skills
• Proficient in management of commercial contracts
• High degree of customer orientation
If this role and our organisation piques your interest, we invite you to submit an application by email to [email protected]
GK Software Australia Pty Ltd is looking for a Head of Customer Care. The position will be responsible for ensuring that the company provides the best possible service to its Australian customers.
The position is based in Dandenong.
The tasks of this role include the following:
• Identification of opportunities and follow up in ongoing service engagements (farming)
• Support GK Service Sales in identification of service opportunities in existing customer relationship
• Customer Interaction and relationship management up to C-Level in service engagements to gain an understanding of customer needs
• Customer service controlling and monitoring (progress, cost, revenue, risk, etc.)
• Ensure compliance of service topics according to the Customer SLA
• Escalation instance for customer and GK customer Care managers in case of service escalations
• Steering committee member (governance role)
• Forecasting revenue for the assigned customers, monthly/ annual planning
• Overall commercial management including renewal of contracts for existing customers (change management) GK Software-Gruppe
• Optimize and balance resource usage within the own group of CCMs and customers
• Identify optimization potential w.r.t. continuous improvement processes (provide input, support)
• General internal reporting and admin task as per GK country requirements
Skills & Experience required for the position
• At least 10 years experienced as business development manager in the IT industry
• Retail experience and retail process knowledge (POS, Backoffice, OMS/ERP - store processes)
• Knowledge of POS / OMS / ERP products
• Medium Level GK Product Skills (POS / Backoffice, OMS ...)
• Proficiency in GK-internal tools and internal processes
• MS-Office Skills (Word, Excel, PPT)
• Good general IT knowledge
• Extraordinary level of engagement, self-motivation and flexibility
• Distinct sense of ownership and accountability (program, customer)
• Hands on mentality
• Tactical- and strategic thinking skills
• Good communication skills (including C-level) and networking capabilities, presentation skills
• Good time management skills
• Analytical capabilities, methodical approach to problem-solving
• Consultative and advisory competencies (recommend, ask, etc.)
• People- and team management skills (incl. coaching, motivation), situative leadership skills
• Proficient in management of commercial contracts
• High degree of customer orientation
If this role and our organisation piques your interest, we invite you to submit an application by email to [email protected]
