Director, Customer Services

About the role

Qt Group is seeking a visionary leader to take on the role of Director, Customer Services. In this pivotal position, you'll have full responsibility for all aspects of Customer services for our quality products business unit, ranging from pre-sales consultations to post-sales support. Your primary focus will be on product-specific onboarding, training, and competence development for our global teams of Solution Engineers.

The role is based in Hamburg, Germany, or Espoo, Finland.

You will

• Oversee Customer Services: Take charge of all aspects of Customer services, including pre-sales consultations, implementation services, training, and post-sales support. Ensure a seamless experience for clients throughout their journey with our Software Quality products.
• Lead Team Management: Lead a team of customer service, technical support, and development specialists. Provide guidance, direction, and support to maximize team efficiency and effectiveness.
• Define Targets and Direct Efforts: Set clear targets for the Customer Services organization and oversee their implementation. Direct the efforts of the team to achieve these targets and ensure alignment with company objectives.
• Plan and Execute Scaling: Develop and execute plans for scaling and globalizing customer service functions, such as pre-sales evaluations, tech support, implementation services, and training. Ensure scalability to meet growing demand and expand our global presence.
• Collaborate and Represent: Act as a member of the Business Unit management team, representing the BU in company-level services collaborations, including Professional Services and Customer Success.
• Monitor Market Trends: Stay abreast of market and technology trends to identify opportunities and key issues. Use this insight to inform strategic decisions and enhance our offerings.
• Promote Quality Standards: Promote high-quality standards in the service process, ensuring consistency and excellence in customer interactions.
• Drive Revenue Generation: Increase revenue generation through effective service activities. Identify opportunities to add value and upsell services to existing clients while attracting new business.

About you

• Master of Science in Computer Science or a related field, providing a solid foundation in technical principles and methodologies.
• Extensive experience in software development processes and engineering, demonstrating a deep understanding of the SDLC (Software Development Life Cycle) and QA (Quality Assurance) methodologies.
• Strong technological background with expertise in SDLC and QA practices, allowing for informed decision-making and effective leadership within these domains.
• Proven track record of building and leading high-performing teams, including hiring, training, and retaining talented individuals. Experience managing line managers to ensure effective team leadership and development.
• Willingness to travel. This role will require international travel to other Qt locations as well as customer visits.

Skills

• Strategic Leadership: As an active member of the QA BU's leadership team, drive strategic initiatives, aligning them with overall business objectives to ensure sustainable growth and competitive advantage. Lead the development of long-term plans and objectives for the QA department, considering market dynamics and customer demands.
• Strong Leadership and Team Management: Lead by example, inspiring and motivating distributed teams to excel in their roles. Provide clear direction, empower team members, and foster a culture of collaboration and innovation. Offer guidance and support to develop team members' skills and competencies.
• Effective Communication: Communicate complex technical concepts and strategic plans confidently to diverse audiences, including stakeholders, customers, and team members. Presentations should be clear, engaging, and tailored to the audience's level of understanding.
• Cross-Functional Collaboration: Collaborate closely with Sales, Qt Professional Services, and other relevant departments to ensure cohesive efforts toward achieving overall customer success. Foster strong relationships and communication channels to streamline processes and address customer needs effectively.
• Expertise in Software Development: Demonstrate a deep understanding of software development principles and methodologies, particularly in building complex software offerings. Ability to architect solutions that seamlessly integrate with various third-party systems such as CI/CD pipelines and IDEs, ensuring interoperability and scalability.
• Problem-solving and Training: Identify areas for improvement within the QA processes and develop solutions to address them. Conduct international training sessions to upskill team members, ensuring they are equipped to handle challenges effectively and deliver high-quality services to customers worldwide.
• Strategic Thinking and Market Awareness: Stay abreast of industry trends, emerging technologies, and market dynamics to anticipate changes and opportunities. Use this insight to inform strategic decisions, shape product roadmaps, and stay ahead of competitors in delivering innovative solutions that meet customer needs.

What we offer

At Qt you get to work with a truly global team in an innovative and fun environment and with world leading customers and a large, unique community. We have a cool product, but it is our people that makes us exceptional.

• Easy-going atmosphere with talented and great colleagues from many parts of the world
• Chances to learn new every day
• Nice office space and ergonomic equipment
• Full support for your mental health at work and at home via Auntie Program
• Flexible and hybrid-friendly policy
• Other local benefits

Be yourself at Qt

At Qt, we appreciate the individual differences of our employees and aim to promote diversity through all our practices. We provide a workplace that generates equal opportunities regardless of gender, religion, national origin, age, disabilities, and any other factors. We have unique products, but our people make us exceptional. We strongly encourage people from all groups to apply – we welcome you as you are.

We would love to hear from you! Please share your up-to-date CV and a few words of yourself using the form below.

About Qt

Qt Group (Nasdaq Helsinki: QTCOM) is a global software company, trusted by industry leaders and over 1.5 million developers worldwide to create applications and smart devices that users love. We help our customers to increase productivity through the entire product development lifecycle - from UI design and software development to quality management and deployment.

Our customers are in more than 70 different industries in over 180 countries. Qt Group is headquartered in Espoo, Finland, and employs almost 800 people globally. To learn more, visit www.qt.io.