Customer First Academy Lead (m/f/d)

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you'll have the chance to make a lasting impact.

We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart - ready to see how technology can make healthcare smarter, easier, and better.

Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!

In this role, you build and run the Customer First Academy — CGM's central capability engine for service and support excellence. The Academy is not a training catalogue; it is the operating system for how more than 1,000 customer-facing professionals and ~50 service partners develop the mindset, methods, and product knowledge they need to delight customers every day. You own both the strategic design and the daily operations: setting the curriculum architecture, selecting and enabling champions in each Product Country Unit (PCU), deploying eLearning at scale, and measuring learning outcomes against the one metric that counts — NPS improvement. You work at the intersection of customer operations, HR, and the CFX program, balancing centrally defined quality standards with the product- and country-specific realities of a multi-PCU organisation across 12+ countries.

• Build and govern the full curriculum architecture: Design and own the Academy curriculum across all three pillars — mindset (Customer-First identity and values), methods (conversation skills, AI-tool usage, operating discipline), and specialist content (per PCU, per primary product, per field service area) — ensuring every module is measurably connected to target KPIs (FCR, NPS etc)
• Operate the four delivery formats: Manage the four interlocking delivery formats in practice: commission and quality-assure the eLearning modules per PCU and product; certify, enable, and support champions (A-performers who act as local trainers and peer-coaches in each PCU); set up the mentoring program for new and developing staff; and operationalize ‘coaching on the fly' — CFX-Dashboard-triggered individual coaching that fires automatically when KPIs such as First Contact Resolution or reopen rate deteriorate.
• Manage the rollout across all countries: Build an internationally scalable infrastructure including modularized content and manage the step-by-step rollout to every Country (PCU). Monitor uptake and success, continuously adapt, improve and extent to central and local needs.
• Build and govern the service & support partner certification program: Own the partner program end-to-end - design and run the certification tiers (Certified, Advanced, Premium) for more than 50 service and support partners. Enforce the principle that no partner employee enters customer contact without certification, and manage the partner fee model that cross-subsidises internal upskilling.
• Measure and report learning impact against operational outcomes: Track a dual KPI set — Academy-internal metrics (completion rate >85% per PCU within 60 days, champion activation, participant NPS >50, annual recertification compliance) and operational impact metrics (FCR, Time-to-Competency, QA-pass-rate, incident severity compliance, customer NPS per PCU).
• Operate as the connective tissue between customer operations and HR: Partner with HR on compensation logic, certificate recognition and onboarding integration; brief and align the in-house trainer team for DE delivery and its international adaptation.

• Several years of experience designing and running Service or Support training programs in a software company or comparable industry (e.g. SaaS, B2B tech, healthcare IT) — you have built curricula that changed how frontline teams work, not just what they know
• Proven ability to balance central quality standards with local product and country specificity — you understand that a conversation methodology is the same in Germany and other countries while the product knowledge might be different.
• Experience in both strategic programme design and operational execution: you can write a curriculum architecture one day and quality-review a champion's coaching session the next
• Familiarity with eLearning platforms (LMS), learning analytics, and modern blended-learning delivery — you know when asynchronous digital learning works and when it doesn't
• Fluency in English is mandatory; German is strongly preferred; additional European languages are an asset given the international scope of the role

• Mobile Work: Work flexibly from home two days a week and on-site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in-house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in-house canteen in Koblenz, you'll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible. We also offer corporate benefits, the option of a job bike, company pension schemes, and much more

Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.

We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.

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