Strategic management of our key accounts and oversight of the entire support operation
Central responsibility for the most important customer relationships in close coordination with Support, Development, and Professional Services teams
Build sustainable, partnership-based relationships at decision-maker level to ensure customer satisfaction and long-term retention
Proactively identify risks, optimization opportunities, and growth potential within existing accounts
Manage support operations, including assistance to the Support Team Lead
Operational oversight of support activities, including prioritization of incoming support requests by urgency and business impact
Analyze and monitor ticket volumes for key accounts and ensure consistent follow-up until resolution
Lead escalation management: develop and implement robust solution strategies under time pressure
Systematically identify and implement improvements in support and service processes
Prepare meaningful reports and status updates for customers and management

Several years of experience in a customer-focused role, e.g., Customer Success, Service Delivery, IT Support, or Technical Account Management, ideally in the healthcare sector
Customer-focused mindset and confident presence
Solid experience with ticketing and knowledge management systems, particularly Jira and Confluence
Strong technical affinity and understanding of complex IT systems
Excellent communication and organizational skills
Ability to set priorities clearly in a dynamic environment
Ideally, some initial experience in leading teams

Flexible working hours tailored to your personal and family situation, including a flextime account
eGymWellpass and corporate benefits
Company pension plan
Team events for beer and water drinkers, vegans, people with allergies, or omnivores – everyone is welcome, whether old or young, loud or quiet, Bavarian or not – our “Come as you are” mentality is part of our identity
Use up to 20 working days of workation within the EU

Customer Service Manager

Key skills