Hybrid Senior Customer Resolution Manager – d/f/m

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• Job title: Senior Customer Resolution Manager – d/f/m
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Go
• Location requirements: Hybrid, Munich, Germany

About the role

• Senior Customer Resolution Manager managing complex escalations and advocating for customer satisfaction. Engaging cross-functional teams to enhance experiences for Personio's HR platform clients.

Responsibilities

• Escalation Ownership & Resolution: You manage and resolve complex customer escalations, turning dissatisfied customers into advocates by addressing their concerns with empathy, urgency, and ownership. You act as the point of contact during critical incidents for strategic customers.
• Customer Advocacy: You represent the voice of the customer internally, ensuring their feedback influences product improvements and service delivery across teams. You also drive closure of stalled cases, including those involving unresolved product limitations.
• Executive Escalation Management: You take ownership of cases escalated from our Executive team across various platforms and provide white-glove resolution support.
• Process Improvement: You identify patterns in escalations and lead continuous improvement initiatives to prevent recurring issues and enhance the customer experience.
• Cross-Functional Collaboration: You partner with and influence Professional Services, Support, Operations, Go-to-Market, and Product & Engineering teams to resolve critical issues, implement long-term solutions, and ensure accountability for resolution timelines.
• Reporting & Insights: You track, analyze, and report on escalation and DSAT trends and metrics, identify points of friction, and provide actionable insights to leadership to inform strategic decisions.
• Customer Risk Management: You maintain visibility of at-risk or highly dissatisfied customers, collaborate with Account Management and Customer Success teams to drive recovery plans, and ensure structured follow-ups after resolution.
• Coaching & Enablement: You mentor and support leaders of teams handling escalations, identify themes and coaching opportunities, share best practices, and build capability across the CX organization.
• Team Support: You serve as an on-site point of contact to provide guidance and operational alignment for Berlin-based Support team members as needed.

Requirements

• Experience: You have 5+ years of experience in customer-facing roles within a SaaS or B2B environment, with at least 2 years managing complex escalations or leading customer success initiatives.
• Problem-Solving: You excel at de-escalating challenging situations and finding creative solutions to complex problems under pressure, always maintaining composure and empathy.
• Customer-Centric Mindset: You are deeply committed to customer satisfaction and have a track record of turning difficult situations into positive outcomes that strengthen customer relationships.
• Data-Driven Decision Making: You use data and insights to identify trends, measure success, and inform strategic decisions that improve processes and prevent future escalations.
• Communication Skills: You communicate clearly and effectively with stakeholders at all levels, from individual contributors to C-suite executives, adapting your style to different audiences and situations.
• Cross-Functional Collaboration: You have experience working across multiple teams and functions, building strong relationships and driving alignment to achieve shared goals.
• Ownership & Accountability: You take full ownership of complex issues from start to finish, demonstrating resilience, accountability, and a solution-oriented approach even in ambiguous situations.
• Languages: You are fluent in German and English.

Benefits

• Receive a competitive compensation package – reviewed annually – 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 enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There are also healthy snacks, drinks, and a weekly catered lunch.