Customer Experience Manager

Jobtailor; Köln; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a results-driven customer success professional to oversee mid-market accounts from onboarding to ongoing enablement. You will serve as the main contact for customers and their providers across the DACH region, ensuring service quality and user adoption.

You will coordinate cross-functional teams to resolve issues, identify automation opportunities, and drive upsell opportunities, all while maintaining a focus on customer lifetime value.

Qualifikationen

• Completed degree (e.g., Business Administration) or commercial/vocational training.
• Initial professional experience in customer-facing roles within a B2B SaaS, technology, or service environment.
• Structured, independent working style and strong data affinity.
• Confident demeanor and excellent communication – you understand customers' pain and gain and present appropriate solutions.
• Results-oriented and highly self-motivated, even under time pressure.
• Willingness to identify and pursue up-/cross-selling opportunities; commercial mindset with a focus on customer lifetime value.
• Business-fluent German and English.

Aufgaben

• Operational success of accounts – from technical implementation through onboarding to user enablement.
• Central point of contact for customers and their service providers across the DACH region: support, product solution advisory, and continuous assurance of service quality.
• Coordinate complex issues across internal teams and identify automation opportunities for continuous process improvement.
• Manage and develop a portfolio of mid-market customers, including initiating up-/cross-selling, conducting regular business reviews, and monitoring satisfaction and retention.

Kenntnisse

B2B SaaS

Data analytics

Communication skills

Cross-selling

English

German

Ausbildung

Bachelor's degree in Business Administration

Jobbeschreibung

Responsibilities

• Responsible for the operational success of your accounts – from technical implementation through ongoing onboarding to user enablement
• Central point of contact for your customers and their service providers across the DACH region: support, product solution advisory, and continuous assurance of service quality
• Coordinate complex issues across internal teams and identify automation opportunities for continuous process improvement
• Manage and develop a portfolio of mid-market customers, including initiating up-/cross-selling, conducting regular business reviews, and monitoring satisfaction and retention

Requirements

• Completed degree (e.g., Business Administration) or commercial/vocational training
• Initial professional experience in customer-facing roles within a B2B SaaS, technology, or service environment
• Structured, independent working style and strong data affinity
• Confident demeanor and excellent communication – you understand customers' pain and gain and present appropriate solutions
• Results-oriented and highly self-motivated, even under time pressure
• Willingness to identify and pursue up-/cross-selling opportunities; commercial mindset with a focus on customer lifetime value
• Business-fluent German and English

Core Competencies

Demonstrates expertise in managing customer accounts within a B2B SaaS environment, focusing on operational success, user enablement, and continuous process improvement. Proficient in identifying up-/cross-selling opportunities while maintaining strong communication and customer satisfaction.