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About the Role

As the Head of Consulting & Support, you will be responsible for the functional and disciplinary leadership of our Customer Support and Technical Consulting teams. You will serve as the primary liaison between our customers, Product Management, and Sales, ensuring our customers receive exceptional support both in the day-to-day operation of FILAKS.PLUS and throughout implementation projects. You will drive process improvements, develop your team, and report directly to the Managing Directors.

Responsibilities

Lead and manage the Customer Support and Technical Consulting teams, providing both functional and people leadership.
Oversee support for existing customers using FILAKS.PLUS, as well as consulting and implementation projects for new and existing customers.
Continuously improve and optimize support and consulting processes, including hotline procedures, escalation management, response times, and resolution times.
Ensure high levels of customer satisfaction (including Net Promoter Score (NPS)) while continuously improving service efficiency.
Manage team capacity, prioritize customer requests, and oversee resource planning.
Collaborate closely with Product Management and Sales, communicating customer feedback, requirements, and enhancement requests.
Maintain ownership of team documentation, standard operating procedures, process documentation, and knowledge management.
Report regularly to executive leadership on KPIs, customer satisfaction, and team performance.
Recruit, onboard, mentor, and develop team members.
Champion and actively contribute to the continuous improvement of FILAKS.PLUS.

Requirements

Several years of experience in Customer Support, Professional Services, and/or Software Consulting, ideally including previous people leadership experience.
A degree or formal education in Business Administration, Computer Science, or a related field, or an equivalent combination of education and experience.
Experience within the administrative or IT operations of an automotive dealership or the automotive retail industry is considered an asset.
Demonstrated ability to lead, motivate, coach, and develop high-performing teams.
Strong understanding of complex software applications and integrated IT environments.
Experience with Microsoft SQL Server (MS SQL) databases and strong proficiency with Microsoft products is an advantage.
Excellent analytical and problem-solving skills, with the ability to identify complex issues and develop sustainable solutions.
Outstanding communication and presentation skills, including experience working with key accounts and institutional customers.
High level of accountability, business acumen, and a hands-on leadership approach.
Strong interpersonal skills, including empathy, resilience, confidence, patience, and the ability to manage challenging customer and team situations.
Highly organized with the ability to work independently and manage multiple priorities effectively.

Experience Level

Previous people leadership experience

Education Level

Degree or formal education in Business Administration, Computer Science, or a related field, or an equivalent combination of education and experience.

About the Company

Freicon Software GmbH, a Valsoft Corporation company, develops and delivers modern Dealer Management Systems (DMS) specifically designed for the automotive, commercial vehicle, and caravan industries. Our flagship product, FILAKS.PLUS, enables dealerships to efficiently manage all aspects of their business—from customer service and inventory management to vehicle sales.
Founded in Canada in 2015, Valsoft Corporation has grown into a global portfolio of more than 118 software companies. We acquire and develop vertical market software businesses, providing mission-critical solutions to customers across a wide range of industries.
A core part of Valsoft's philosophy is investing in established businesses and creating an entrepreneurial environment that enables them to become market leaders. We build long-term value by partnering with existing management teams.
Unlike private equity or venture capital firms, we are operators who acquire, grow, and build software companies for the long term.
That's right—we do not sell the companies we acquire.
Instead, we create strategic, long-term partnerships with existing leadership teams. We recognize the dedication and perseverance required to build a successful business and prioritize the long-term success of our customers and employees over short-term financial objectives.
At Valsoft, we're more than a workplace—we're a team.
Our people are our greatest asset, and investing in their growth and development is one of our highest priorities. We foster an environment where employees continue to feel the same enthusiasm they had on their very first day.
Our culture is built on high performance, collaboration, and mutual support. We celebrate our successes, take pride in our achievements, dream big, stay humble, and remain hungry.