Customer Experience Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Address intricate support cases that necessitate specialized knowledge of PAY products and technical expertise across all PAY offerings.

• Offer guidance and troubleshooting for complex customer scenarios to all stakeholders involved in the end-to-end journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams, or Sales), ensuring timely and effective solutions.

• Identify and escalate critical issues to the appropriate teams and leadership to mobilize necessary resources.

• Engage in customer calls that require in-depth PAY expertise, collaborating with other teams to contribute to customer success.

• Foster collective expertise through knowledge sharing and best practices within the CXM team.

• Collaborate with cross-functional teams to promote a culture of continuous learning, ensuring up-to-date documentation is readily available.

• Conduct train-the-trainer sessions to enhance internal capabilities and maintain consistent support quality.

• Proactively impact team KPIs and customer satisfaction metrics through ongoing performance improvements.

• Utilize insights gained from customer interactions and data analysis to identify root causes of recurring issues and formulate actionable recommendations.

• Assist in optimizing issue resolution workflows and enhancing the overall PAY customer journey.

⛳️ Requirements

• Several years of demonstrated professional experience in Customer Experience, Customer Success, or related fields within B2B settings.

• Familiarity with the payments industry and management of enterprise customers; ideally within the travel or fintech sectors.

• Customer-centric mindset with a strong passion for providing exceptional service.

• Proficient analytical and problem-solving skills with a data-driven approach.

• Outstanding communication and stakeholder management abilities, with initial experience in conducting internal training sessions.

• Experience working within a matrix organization and collaborating cross-functionally.

• Ability to prioritize effectively and excel in a fast-paced, dynamic environment with continuously evolving products and solutions.

• Experienced in collaborating within virtual, high-performing teams.

• Structured and detail-oriented working style with excellent organizational skills.

• Proficient in both German and English, spoken and written; additional languages such as Italian or French are a plus.

🏝️ Benefits

• Competitive remuneration aligned with market standards.

• Fixed monthly salary.

• Provision of all necessary work equipment.

• Mobility support.

• Annual or multi-year bonus.