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About the Role
As a Customer Experience Manager (m/f/d), you will be responsible for the operational success of your assigned accounts, from technical onboarding and ongoing support to developing customer relationships. You will be the central operational point of contact for your clients and their service providers.
Responsibilities
- Responsibility for the operational success of your accounts, from technical implementation and ongoing onboarding to user enablement.
- Central point of contact for your clients and their service providers in the DACH region: support, advice on product solutions, and continuous assurance of service quality.
- Management of complex issues across internal departments and identification of automation potential for ongoing process improvement.
- Support and development of a portfolio of mid-market clients, including initiating up/cross-selling, regular business reviews, and monitoring satisfaction and retention.
Requirements
- Completed studies (e.g., Business Administration) or commercial apprenticeship.
- Initial professional experience in customer-facing roles within a B2B SaaS, technology, or service environment.
- Structured, independent way of working and high data affinity.
- Confident demeanor and excellent communication – you understand customer pain and gain and present suitable solutions.
- Results-oriented and highly self-motivated, even under time pressure.
- Openness to recognize and utilize up/cross-selling opportunities; commercial mindset with a focus on customer lifetime value.
- Fluent German and English language skills.
Skills
- Customer relationship management
- Technical onboarding
- Customer support
- Product solutions
- Service quality assurance
- Process improvement
- Up-selling
- Cross-selling
- Business reviews
- Customer satisfaction monitoring
- Customer retention
- Data affinity
- Communication
- Problem-solving
- Commercial mindset
- Customer Lifetime Value
Location
- Cologne
- Berlin
Work Type
- Full-time
Experience Level
- Entry-level
- Mid-level
Education Level
- Bachelor's degree
- Commercial apprenticeship
About the Company
- Our client is an internationally leading B2B SaaS company based in Cologne and Berlin that digitizes business-critical procure-to-pay processes for large corporations – from procurement through processing to payment.
- The data-driven platform combines high automation with excellent customer service and is used by numerous international companies.