ProviPanda GmbH

Customer Success Manager

• Build and lead the team; establish scalable structures
• Develop onboarding frameworks for new Support and Customer Success team members
• Primary point of contact and main person responsible for all customer-related matters across the company
• Expand and improve the customer experience for our business customers
• Set up and maintain Intercom automations
• Responsible for the newsletter strategy
• Ongoing process optimization in the area of Customer Relations
• Regular reporting to the founder & CEO

Customer Success Lead

Business Operations

• Responsibility for Moss (expense monitoring, approvals, account monitoring)
• Responsibility for preparatory accounting, including communication with the tax advisor
• Responsibility for Factorial (leave requests, time tracking, submitting sick leave to health insurance, etc.)
• Responsibility for payroll accounting
• Communication (setting up new employees, providing timely salary information or changes for all employees, reporting sick days, etc.)
• Monthly commission statements for the sales team
• Debt collection & dunning
• Responsible for planning team events and team calls & workations
• Weekly reporting directly to the CEO
• Communication with lawyers, legal protection insurers, insurance providers, service providers, freelancers (e.g., independently managing website projects)
• Review and update of Terms & Conditions and privacy policy/data protection as needed
• Responsible for the info@ inbox — review important legal issues and manage them
• You are the first point of contact for all legal inquiries (People & Hiring)
• You help when things are urgent and conduct initial interviews for new operational roles
• You prepare all operational & technical aspects for new onboardings and are also responsible for employee offboarding
• Technical onboarding of new employees, central contact person for questions
• Screening & initial interviews in operations hiring, oversight of trial days in sales

Business Operations Manager

Account Manager

• Optimize structure: You analyze the existing account management area.
• Account management & customer retention.
• Upselling & cross-selling.
• Reactivation of former customers.
• Develop scripts & playbooks.
• Enterprise sales.
• Team leadership & coaching.

Head of Account Management

Revenue Operations

• Build lead scoring/prioritization logic in Close so follow-ups are automatically ranked by relevance (not by "most recently added")
• Create workflows in Close & optimize CRM (inbound) sales process automations
• Automate follow-up sequences (Smart Views, Tasks, Reminders) based on lead behavior and lead age
• Analyze existing 8,000+ leads and organize them into meaningful segments/structure or optimize our current setup
• Design reporting logic (which deals are stalled, where do we lose momentum)

Customer Success Lead

Business Operations Manager

Head of Account Management

Freelance RevOps Expert – 5 hrs/week