Sr. Customer Implementation Specialist (d/f/m) - Professional Services

Personio; München; Hybrid; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Competitive rewards package

28 days paid vacation + extra days

Impact Day

Family leave & sabbatical

Remote-friendly with office gathering

Weekly catered lunch

Zusammenfassung

Personio is seeking an experienced Customer Experience leader to own end-to-end onboarding for upper mid-market and enterprise customers, driving seamless setup, integrations, and change enablement so we become an indispensable part of their HR routine.

You will champion product adoption, run executive check-ins, manage multiple onboarding programs, resolve issues, and build trusted relationships with senior stakeholders while collaborating with Sales, Growth, CS, and Product.

Qualifikationen

• 6+ years in a customer-facing role within SaaS/B2B environments.
• Experience onboarding and managing upper mid-market and enterprise clients.
• Proven stakeholder management across technical and non-technical audiences, incl. senior leadership.
• Highly experienced in running multiple concurrent projects with solid planning and risk management.
• Strong understanding of broader company goals and team collaboration.
• Quick to learn new products, comfortable with integrations and technical concepts.
• Outstanding communication and presentation skills in German and English.
• Fluent in German and English; additional languages a bonus.

Aufgaben

• Lead end-to-end onboarding for upper mid-market and enterprise customers.
• Drive product adoption and value realization across multiple stakeholder groups.
• Conduct executive and working-level check-ins to align goals and provide recommendations.
• Manage several onboarding programs in parallel with strong project discipline.
• Triage issues and lead escalations with clear documentation and cross-team coordination.
• Build trust-based relationships with key stakeholders, including leadership, and explore expansion opportunities.
• Collaborate with Sales, Growth, CS, and Product to improve onboarding and roadmap.
• Mentor new joiners and contribute to onboarding process improvements.

Kenntnisse

Customer-facing

Stakeholder management

Project/Program management

Business acumen

Growth mindset

Tech savvy

Communication

German & English

Jobbeschreibung

Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

The Role Introduction: “The Role”

Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

This role requires 3 days per week in the office and can be based in Berlin, Munich or Dublin.

Role Responsibilities: “What You’ll Do”

• Lead Strategic Onboarding: Own end-to-end onboarding for upper mid-market and enterprise customers, driving seamless setup, integrations, and change enablement so Personio becomes an indispensable part of their HR routine.
• Drive Product Adoption & Value Realization: Champion product usage and best practices to increase retention, adoption depth, and long-term customer value—especially across multiple stakeholder groups.
• Consultative Guidance at Senior Level: Run regular executive and working-level check-ins to uncover goals, align stakeholders, provide tailored recommendations, and guide customers to measurable outcomes.
• Advanced Project & Stakeholder Management: Manage several complex onboarding programs in parallel, keeping scope, timelines, risk, and dependencies under control while maintaining a premium customer experience.
• Issue Resolution & Escalation Leadership: Triage and troubleshoot customer issues, coordinate across internal teams, and lead escalations/bug handoffs with clear documentation and communication.
• Trusted Relationship Building: Build strong, trust-based relationships with key stakeholders (incl. leadership), handle conflicts with care, and identify opportunities for expansion/upsell in partnership with Growth and CS.
• Cross-functional Collaboration: Partner closely with Sales, Growth, Customer Success, and Product to deliver exceptional outcomes and to translate customer insights into improvements in our onboarding approach and product roadmap.
• Mentorship & Process Excellence: Proactively support and coach new joiners and peers, contribute to onboarding documentation, and elevate team processes through your experience and continuous improvement mindset.

Role Requirements: “What You Need to Succeed”

• Experience: 6+ years in a customer-facing role (Implementation, Onboarding, Customer Success, Consulting, or Project/Program Management) within SaaS / B2B environments.
• Customer Segment Expertise: Demonstrated experience onboarding and managing upper mid-market and/or enterprise clients, including multi-stakeholder environments and more complex requirements.
• Stakeholder Management: Significant, proven track record in excellent stakeholder management—able to influence, align, and drive decisions across technical and non-technical audiences, including senior leadership.
• Project/Program Management: Highly experienced in running multiple concurrent projects with strong structure: planning, execution, risk mitigation, and clear communication.
• Business Acumen & Shared Goals: Strong understanding of broader company and team goals, translating them into day-to-day priorities and customer outcomes. Seeing success as a team sport—aligning with shared objectives, mentoring colleagues proactively, and contributing beyond one's own “book of business” to drive collective impact and continuous growth.
• Tech Savvy: Quick to learn new products, comfortable with integrations and technical concepts, and able to become a Personio expert fast.
• Communication: Outstanding interpersonal and presentation skills—able to simplify complexity, build trust quickly, and navigate difficult conversations professionally.
• Growth Mindset: Adaptable, resilient, and motivated to continuously improve how we deliver value to customers.
• Languages: Fluent in German and English. Any additional language is a bonus.

Benefits: “Why Personio”

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
• Make an impact on the environment and society with 1 (fully paid) Impact Day
• Receive generous family leave, child support, mental health support, and sabbatical opportunities.
• We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.
• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.