Customer Experience Manager (all genders)

HRS; Köln; On-site; EUR 70,000 - 110,000; Full time

Job summary

HRS is seeking a Customer Experience Manager (all genders) for the DACH region to lead operations of assigned Mid‑Market accounts, from implementation to post go‑live support.

You will ensure operational excellence, drive adoption, onboarding, and value realization, while partnering with Product, Procurement, and other teams to deliver standardized customer support and sustainable growth for our global enterprise platform.

Qualifications

• University degree or commercial vocational training.
• Professional experience in customer-facing SaaS roles.
• Autonomous, structured way of working with data.
• Excellent two-way communication with customers.
• Self-motivated with a strong orientation on results.
• Ability to work under time pressure, prioritize wisely and align with stakeholders.
• Openness to up-/cross-selling opportunities; focus on customer lifetime value.
• Fluency in German and English.

Responsibilities

• Accompany the HRS rollout project, ensuring proper set-up and technical implementation of HRS products & solutions.
• Own and lead the rollout project independently for smaller, local accounts.
• Drive task planning within the project, steer internal stakeholders, and manage escalations.
• Run trainings on the HRS platform (booking portal, payment portal).
• Educate customers on HRS product solutions (Rebooking, Recommendation Engine).
• Act as the first touchpoint for HRS customers and their TMCs across the DACH region for all support requests.
• Provide regular, data-driven transparency on operational health, including status of support and operations.
• On SLA deviations, define the action plan and orchestrate execution across multiple internal departments — sizing issues and prioritizing actions based on economic impact.
• Solve complex problems in collaboration with Product, Procurement, and further HRS departments.
• Continuously improve procedures by identifying automation potential, and support special projects driving standardization of customer support across the HRS Group.
• Manage and develop a portfolio of Mid‑Market customers, acting as their primary point of contact for inquiries and escalations.
• Identify growth opportunities within existing accounts and initiate upselling and cross-selling initiatives.
• Conduct regular business reviews (e.g. QBRs) and build strong, long‑term customer relationships.
• Monitor customer performance, satisfaction, and retention metrics.

Skills

SaaS experience

Customer-facing

Data-driven

German & English fluency

Communication skills

Account management

Education

University degree in business administration

Job description

ABOUT HRS

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

1B+ Business travel transactions processed annually

3,500+ Enterprise clients across 55 countries

35+ Years building the global travel ecosystem

AI-native Copilot & Connect Platform — built for enterprise scale

BUSINESS UNIT

The Customer Experience Management (CEM) team activates new HRS customers across the various points of sale and owns the daily operations of our corporate customers. The team’s core purpose is to ensure excellent operations and support — during implementation and post go‑live alike. CEMs provide empathetic, timely resolution of support requests, coordinate with product, engineering, and other departments to execute solutions, and can always report on the operational health of HRS’ strategic customers. Based on deep insight into what corporates struggle with, the team drives the identification and automation of solutions — delivering true operational excellence and customer success.

MISSION & IMPACT

Mission

As Customer Experience Manager (all genders) DACH, you lead the operations of your assigned accounts and independently manage Mid‑Market customers. You are the daily operational face for HRS customers and their Travel Management Companies (TMCs) — from technical implementation through post go‑live support — ensuring operational excellence so that commercial teams can focus purely on growth.

Impact

You safeguard customer satisfaction, adoption, and retention across HRS’ strategic accounts. By delivering excellent support to globally defined standards and continuously improving operational processes, you directly strengthen renewal and upsell ratios — making the customer experience a measurable competitive advantage.

What you'll own:

Onboarding & Implementation

• Accompany the HRS roll‑out project, ensuring proper set‑up and technical implementation of HRS products & solutions.

• Own and lead the roll‑out project independently for smaller, local accounts.

• Drive task planning within the project, steer internal stakeholders, and manage escalations.

Adoption & Enablement

• Run trainings on the HRS platform (e.g. booking portal, payment portal).

• Educate customers on HRS product solutions (e.g. Rebooking, Recommendation Engine).

Support & Operational Excellence

• Act as the first touchpoint for HRS customers and their TMCs across the DACH region for all support requests.

• Provide regular, data‑driven transparency on operational health, including status of support and operations.

• On SLA deviations, define the action plan and orchestrate execution across multiple internal departments — sizing issues and prioritizing actions based on economic impact.

• Solve complex problems in collaboration with Product, Procurement, and further HRS departments.

• Continuously improve procedures by identifying automation potential, and support special projects driving standardization of customer support across the HRS Group.

Account Management & Growth

• Manage and develop a portfolio of Mid‑Market customers, acting as their primary point of contact for inquiries and escalations.

• Identify growth opportunities within existing accounts and initiate upselling and cross‑selling initiatives.

• Conduct regular business reviews (e.g. QBRs) and build strong, long‑term customer relationships.

• Monitor customer performance, satisfaction, and retention metrics.

Who you are:

• University degree (e.g. business administration) or commercial vocational training

• Professional experience in customer‑facing SaaS roles, ideally within the hospitality or travel management (TMC) industry.

• Autonomous, structured way of working with a strong ability to work with data.

• Self‑confident appearance in front of customers and excellent two‑way communication — understanding customer pain and gain and presenting the best possible solutions.

• High level of self‑motivation and a strong orientation on results.

• Ability to work under time pressure, prioritize wisely, and align with all involved stakeholders.

• Openness to identify and convert up-/cross‑selling opportunities; commercial mindset focused on customer lifetime value

• Fluency in German and English is a must.

Our Hiring Process

Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser

The market is ready. The platform is built. Now we need the people to close it.

A genuinely differentiated platform

Our AI Copilot and Connect Platform isn't a feature add‑on. It's a new operating layer for enterprise travel and payments. You'll be selling something that stands up to scrutiny.

Real earning potential

Enterprise AE comp at HRS is tied directly to the deals you close. High performance is recognised and there's no ceiling on what a top performer earns.

35 years of infrastructure, startup urgency

The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter.

Impact at scale

Every deal you close changes how a global organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable.