Customer Operations Manager, German Speaking

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

📋 Description

• Manage a portfolio of clients, primarily in the German-speaking region, from the signing of contracts to steady state operations.

• Oversee and execute customer onboarding projects comprehensively, covering scope, milestones, dependencies, risks, and go-live implementation.

• Facilitate multi-phase rollouts involving internal teams, technical partners, suppliers, and client-side teams.

• Maintain visibility on timelines, blockers, and decisions, and proactively escalate project risks when necessary.

• Conduct configuration workshops and supervise product setups, including integrations with suppliers and third parties.

• Engage in technical discussions with customers, partners, and Engineering; serve as a translator between business and technical language while Engineering manages the solution.

• Manage hypercare after go-live and transition clients into steady state.

• Promote product utilization by analyzing usage data, identifying areas of low engagement, highlighting features, and suggesting enhancements.

• Gather customer feedback on bugs and functionality, relay it to Product and Engineering, and ensure feedback loops with customers are completed.

• Provide L2+ support requiring product knowledge, customer context, or cross-functional collaboration.

• Monitor the operational health of the portfolio and escalate risks promptly.

• Collaborate with Account Management and Sales regarding expansion opportunities, renewal risks, and signs of churn.

• Document patterns, gaps, and workarounds while assisting in the standardization and automation of playbooks.

• Utilize AI tools such as Claude, Gemini, and Intercom (Fin) in daily customer operations.

⛳️ Requirements

• A minimum of 4 years of experience in a customer-facing role within B2B software, such as Delivery Manager, Implementation Manager, Customer Success Manager, Onboarding Manager, or Technical Account Manager.

• Strong preference for candidates with prior experience as a Delivery Manager or Technical Project Manager.

• Proven experience managing software projects with engineering teams, integrations, or APIs.

• Demonstrated capability to handle projects from start to finish, including scoping, planning, dependency and risk management, and timely delivery with multiple stakeholders.

• Exceptional communication skills in both German and English.

• Ability to tailor messages to various audiences.

• A proactive mindset is essential.

• Strong organizational skills and the ability to manage multiple clients and projects at once.

• Capacity to work independently in a remote environment and discern when to engage others.

• A sense of curiosity and the courage to explore new areas.

• An AI-first mindset; experience utilizing AI tools in everyday tasks.

• Preferred: proficiency in bridging business and technical discussions and managing technical conversations related to integrations, APIs, and configurations.

• Preferred: demonstrated experience in developing tools, automations, or workflows using AI.

• Experience in the travel industry is an advantage.

• A background in consulting or professional services is beneficial.

🏝️ Benefits

• Fully remote work arrangement with flexible hours.

• Access to state-of-the-art equipment.

• Annual home office voucher redeemable at retail partners.

• Discounts on travel itineraries booked via our platform, along with yearly top-ups.

• A day off on your birthday.

• Additional vacation days for each year of service.

• Access to advanced AI tools and expertise.

• Team-building events and regular in-person gatherings.

• Opportunities for professional growth and learning.

• Work alongside a team of exceptional colleagues.