Customer Service Manager

Jobtailor; Gessertshausen; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Customer Success Manager in Germany to strategically manage key accounts and oversee the entire support operation. You will coordinate with Support, Development and Professional Services to strengthen relationships with decision-makers, identify risks and growth opportunities, and drive long-term customer satisfaction.

This role requires strong communication and organizational skills, clear prioritization in a dynamic environment, and, ideally, some experience

Qualifikationen

• Several years of experience in a customer-focused role, ideally in the healthcare sector.
• Solid experience with ticketing and knowledge management systems, particularly Jira and Confluence.
• Strong technical affinity and understanding of complex IT systems.
• Excellent communication and organizational skills.
• Ability to set priorities clearly in a dynamic environment.
• Ideally, some initial experience in leading teams.

Aufgaben

• Strategic management of our key accounts and oversight of the entire support operation.
• Central responsibility for the most important customer relationships in close coordination with Support, Development, and Professional Services teams.
• Build sustainable, partnership-based relationships at decision-maker level to ensure customer satisfaction and long-term retention.
• Proactively identify risks, optimization opportunities, and growth potential within existing accounts.
• Manage support operations, including assistance to the Support Team Lead.
• Operational oversight of support activities, including prioritization of incoming support requests by urgency and business impact.
• Analyze and monitor ticket volumes for key accounts and ensure consistent follow-up until resolution.
• Lead escalation management: develop and implement robust solution strategies under time pressure.
• Systematically identify and implement improvements in support and service processes.
• Prepare meaningful reports and status updates for customers and management.

Kenntnisse

Customer success

Account management

Team leadership

Technical affinity

Communication

Prioritization

Tools

Jira

Confluence

Jobbeschreibung

Responsibilities

• Strategic management of our key accounts and oversight of the entire support operation
• Central responsibility for the most important customer relationships in close coordination with Support, Development, and Professional Services teams
• Build sustainable, partnership‑based relationships at decision‑maker level to ensure customer satisfaction and long‑term retention
• Proactively identify risks, optimization opportunities, and growth potential within existing accounts
• Manage support operations, including assistance to the Support Team Lead
• Operational oversight of support activities, including prioritization of incoming support requests by urgency and business impact
• Analyze and monitor ticket volumes for key accounts and ensure consistent follow‑up until resolution
• Lead escalation management: develop and implement robust solution strategies under time pressure
• Systematically identify and implement improvements in support and service processes
• Prepare meaningful reports and status updates for customers and management

Requirements

• Several years of experience in a customer‑focused role, e.g., Customer Success, Service Delivery, IT Support, or Technical Account Management, ideally in the healthcare sector
• Customer‑focused mindset and confident presence
• Solid experience with ticketing and knowledge management systems, particularly Jira and Confluence
• Strong technical affinity and understanding of complex IT systems
• Excellent communication and organizational skills
• Ability to set priorities clearly in a dynamic environment
• Ideally, some initial experience in leading teams