RIB Software
Director of DACH Customer Support (m/f) - German & English speaking
RIB Software, Germantown, Ohio, United States
Die RIB-Gruppe ist der weltweit führende Anbieter von Softwarelösungen für die Steuerung von Projekt- und Unternehmensprozessen in der Bau- & Immobilienbranche. Mehr als 60 Jahre Branchenerfahrung befähigen uns, unser Ziel, die Bauindustrie zur nachhaltigsten und digitalisiertesten Branche des 21. Jahrhunderts voranzutreiben, mit unseren Kunden erfolgreich zu erreichen: „Building Better Together“.
Die Vision, Bauprojekte durch digitale Arbeitsmethoden effizienter und transparenter zu machen, haben wir in den letzten Jahren bei unseren Kunden Realität werden lassen – doch damit geben wir uns noch nicht zufrieden: Wir wollen der Bauindustrie die Spitzenposition der Zukunft sichern!
Dies ermöglichen unsere 2.500 Mitarbeiter*innen weltweit; davon > 500 Mitarbeiter*innen in DACH. Als eigenständiges Unternehmen der Schneider Electric eröffnen wir dir nationale und internationale Karrierechancen und sinnstiftende Aufgaben in kaufmännischen und technischen Bereichen. Sei ein Teil davon #ONERIB
Work Location Note: The candidate's home location is preferably within the Stuttgart region. However, if based outside Stuttgart or the greater area, regular travel to the office will be required (e.g. multi-day stays every two weeks). All associated travel expenses will be covered by the company.
Overview
As the Head of DACH Customer Support, you will take full ownership of leading and transforming the regional support function for our industry-leading construction software portfolio, including iTWO, RIB 4.0, etc. When our clients seek assistance post-purchase, they rely on our Customer Care Community for expert guidance and technical resolution. This leadership role drives operational excellence, enhances support capabilities, and delivers a unified, premium customer experience across the DACH region. Key Responsibilities
Strategic Alignment: Align DACH support operations with the RIB Support Playbook, global business goals and ensure seamless cross-departmental collaboration. Governance & Compliance: Enforce standardized support processes, compliance frameworks, and continuous quality improvement across the DACH region. Inspirational Leadership: Build, lead, and develop a high-performing support team with a culture of ownership, accountability, and continuous learning. Operational Excellence in Incident Management: Drive structured resolution of customer issues with proactive escalation handling and transparent communication. SLA & Performance Management: Own SLA achievement through real-time monitoring, analytics, and performance optimization frameworks. Customer Insight & Sentiment Analysis: Leverage customer feedback and case trends to enhance the support experience and influence product and service improvements. Clear, Consistent Communication: Ensure professional, timely, and empathetic communication across all support channels, maintaining customer trust and clarity. Release & Readiness Ownership: Guarantee Support Team readiness for product releases through training, QA validation, and feedback loops into product teams. Product Mastery & Enablement: Cultivate expert-level knowledge of the product suite within the support teams to guide customers and internal stakeholders effectively. Process Innovation & Automation: Continuously provide input to refine local and global support workflows through automation, self-service, and lean process improvements. Cross-Functional Collaboration: Act as a critical interface to Consulting, Product, Sales, and Engineering, sharing insights that shape the customer journey and product roadmap. Data-Driven Leadership: Define, track, and report on KPIs (CSAT, SLA, deflection, release readiness) to steer strategic decisions and demonstrate impact. Qualifications & Skills
Proven experience in a leadership role within a DACH customer support function in the Software Industry (SaaS/ OnPremise). Strong strategic thinking, analytical, and problem-solving skills. Excellent communication, interpersonal, and relationship-building abilities. Track record of leading organizational change, driving innovation, and embedding a customer-first mindset at scale. Experience in working with diverse, geographically dispersed teams. Experience with customer sentiment tools, SLA platforms, and knowledge base systems (Salesforce Service Cloud) is a plus. Fluent in German and English (C2-Level). Benefits & Values
Structured onboarding, organized networking, and diverse employee benefits (e.g., corporate benefits, occasion bonuses, Schnieder Electric share participation, team events). Modern working time model: trust-based hours, flexible, hybrid options. Career development and international opportunities within the RIB Group or Schneider Electric. Room for creativity: active participation in meetings, idea sharing, and process optimizations. Sustainable options: digital infrastructure, company bikes, travel allowance, e-car where applicable. Unternehmenswerte, Diversity & Vision
Motiviert durch unsere Werte, fördern wir eine Unternehmenskultur, in der der Mensch im Mittelpunkt steht. RIB fördert Chancengleichheit und Diversity in allen Funktionen. Unser Code of Conduct beschreibt Prinzipien zu Nationalität, ethnischer Herkunft, Religion etc. Unsere Vision richtet sich darauf, Ressourcen, Rohstoffe und Energie im Lebenszyklus eines Bauwerks zu sparen und die Bauindustrie durch Digitalisierung nachhaltiger zu gestalten. Weitere Informationen finden Sie unter den angegebenen Links. Standorte (Beispiele): Stuttgart, Düsseldorf, Ulm, Bad Schwartau, Münster, etc. – mit Hinweisen auf aktuelle Stellenangebote.
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As the Head of DACH Customer Support, you will take full ownership of leading and transforming the regional support function for our industry-leading construction software portfolio, including iTWO, RIB 4.0, etc. When our clients seek assistance post-purchase, they rely on our Customer Care Community for expert guidance and technical resolution. This leadership role drives operational excellence, enhances support capabilities, and delivers a unified, premium customer experience across the DACH region. Key Responsibilities
Strategic Alignment: Align DACH support operations with the RIB Support Playbook, global business goals and ensure seamless cross-departmental collaboration. Governance & Compliance: Enforce standardized support processes, compliance frameworks, and continuous quality improvement across the DACH region. Inspirational Leadership: Build, lead, and develop a high-performing support team with a culture of ownership, accountability, and continuous learning. Operational Excellence in Incident Management: Drive structured resolution of customer issues with proactive escalation handling and transparent communication. SLA & Performance Management: Own SLA achievement through real-time monitoring, analytics, and performance optimization frameworks. Customer Insight & Sentiment Analysis: Leverage customer feedback and case trends to enhance the support experience and influence product and service improvements. Clear, Consistent Communication: Ensure professional, timely, and empathetic communication across all support channels, maintaining customer trust and clarity. Release & Readiness Ownership: Guarantee Support Team readiness for product releases through training, QA validation, and feedback loops into product teams. Product Mastery & Enablement: Cultivate expert-level knowledge of the product suite within the support teams to guide customers and internal stakeholders effectively. Process Innovation & Automation: Continuously provide input to refine local and global support workflows through automation, self-service, and lean process improvements. Cross-Functional Collaboration: Act as a critical interface to Consulting, Product, Sales, and Engineering, sharing insights that shape the customer journey and product roadmap. Data-Driven Leadership: Define, track, and report on KPIs (CSAT, SLA, deflection, release readiness) to steer strategic decisions and demonstrate impact. Qualifications & Skills
Proven experience in a leadership role within a DACH customer support function in the Software Industry (SaaS/ OnPremise). Strong strategic thinking, analytical, and problem-solving skills. Excellent communication, interpersonal, and relationship-building abilities. Track record of leading organizational change, driving innovation, and embedding a customer-first mindset at scale. Experience in working with diverse, geographically dispersed teams. Experience with customer sentiment tools, SLA platforms, and knowledge base systems (Salesforce Service Cloud) is a plus. Fluent in German and English (C2-Level). Benefits & Values
Structured onboarding, organized networking, and diverse employee benefits (e.g., corporate benefits, occasion bonuses, Schnieder Electric share participation, team events). Modern working time model: trust-based hours, flexible, hybrid options. Career development and international opportunities within the RIB Group or Schneider Electric. Room for creativity: active participation in meetings, idea sharing, and process optimizations. Sustainable options: digital infrastructure, company bikes, travel allowance, e-car where applicable. Unternehmenswerte, Diversity & Vision
Motiviert durch unsere Werte, fördern wir eine Unternehmenskultur, in der der Mensch im Mittelpunkt steht. RIB fördert Chancengleichheit und Diversity in allen Funktionen. Unser Code of Conduct beschreibt Prinzipien zu Nationalität, ethnischer Herkunft, Religion etc. Unsere Vision richtet sich darauf, Ressourcen, Rohstoffe und Energie im Lebenszyklus eines Bauwerks zu sparen und die Bauindustrie durch Digitalisierung nachhaltiger zu gestalten. Weitere Informationen finden Sie unter den angegebenen Links. Standorte (Beispiele): Stuttgart, Düsseldorf, Ulm, Bad Schwartau, Münster, etc. – mit Hinweisen auf aktuelle Stellenangebote.
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