Sparrow is transforming industrial spare parts management, aiming to cut the global $1 trillion stock by reducing overstock and waste, making our customers more economical and sustainable. Our SaaS platform, powered by big data and AI, enhances data quality and optimises maintenance logistics, ensuring timely and cost-effective parts availability. Serving leading companies, such as Bayer AG and Mahle GmbH, we are expanding our reach from our Berlin headquarters, both in Europe and worldwide.
Analytical and data driven – we believe in magic only if it fits in an Excel formula
Relentless – we stop dancing 2 hours after the party has ended
Brutally honest – we can’t help but say what we think
Long-term thinker – we appreciate that great things take time to build
Entrepreneurial mindset – we find opportunities everywhere
As a Senior Customer Success Manager at Sparrow, you will play a pivotal role in driving the successful implementation and utilisation of our SaaS platform for our customers. Your outstanding ability to communicate, and your expertise in spare parts (data) management combined with your analytical prowess will be instrumental in optimising our customers' spare parts operations.
Manage the complete onboarding processes for international customers. Oversee planning, execution, and resource allocation to ensure customers' first interactions with Sparrow are positive and satisfying
Create and maintain strong customer relationships, serving as the primary point of contact for inquiries, issues, and feedback, ensuring clear and effective communication throughout the customer journey.
Coordinate and oversee the implementation of our product to ensure a seamless and compelling user experience.
Provide support to the sales team during the pre-sale process, by providing data analyses and product expertise and supporting proofs of concept.
Develop and deliver training sessions and workshops for customer teams to maximise the utilisation and benefits of the Sparrow platform.
Manage and transform customer data for use in our product and ad-hoc customer requests
Act as a liaison between customers and product development teams, gathering feedback, communicating customer needs, and advocating for product enhancements or improvements.
Effectively manage relationships with internal and external stakeholders, including executives, team members, and third-party partners, ensuring alignment of objectives, clear communication of progress, and resolution of any conflicts or issues that may arise.
Minimum of 5 years experience in a data-heavy position or in logistics/ operations management consulting.
Experience in people management and a customer facing role preferably in a fast-paced, entrepreneurial environment or professional services capacity.
Proficiency in data analysis tools such as Excel and SQL, with a strong ability to derive insights and take data-driven decisions.
Excellent communication and interpersonal skills, with the ability to build rapport and effectively engage with customers at all levels.
Strong project management skills, with the ability to prioritise tasks, meet deadlines, and drive successful outcomes.
Grasp of industrial supply chains and related processes
Self-motivated and proactive with an analytical mindset with a strong attention to detail and problem-solving abilities.
Bachelor's degree in mechanical engineering or a related field. Master's degree preferred.
Fluency in English; additional languages (especially German) a big plus.
Professional development through coaching and mentoring
Diverse tasks between the customer and the product
Career growth opportunities: when Sparrow grows, so do you
Remote work: we are extremely flexible and open to any working pattern that can adjust to Berlin timezone -/+ 1hrs
Your work directly impacts the company’s success
Working with a small and strong team where every voice counts
Virtual shares
If you are a highly analytical and experienced professional with a passion for optimising spare parts management, we want to hear from you! Please send your CV or LinkedIn profile along with responses to the following questions:
What excites you most about joining Sparrow as a Senior Customer Success Manager? (50 words)
Share an example of a data-related project that you oversaw from start to end. Include:
challenges you faced along the way and how you overcame them
and data processing specifics. (100 words)
Share a challenging situation with a customer which required rebuilding trust and how you achieved that. (100 words)
At Sparrow, we value diversity and are committed to creating an inclusive environment where everyone feels empowered to contribute and succeed. Join us and see for yourself.