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Global Customer Success Manager-DACH (m/f/d)

City:  Cologne
Job area:  Sales
Job field:  Sales
Seniority Level:  Mid-Senior level
Date:  Jun 18, 2022

HRS AS A COMPANY

HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.

Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction.

HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations.

Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers.

BUSINESS UNIT

The Global Customer Success Management (GCSM) team supports projects to activate new HRS customers in the various point-of-sales and owns the daily operations of HRS’ strategic corporate customers. The core purpose of the team is to ensure excellent operations and support of the most important customers, no matter if it’s during the implementation or post go-live. GCSMs offer empathetic help and provide timely resolution of support requests, coordinating with multiple stakeholders of other departments, like for example with Product, to execute solutions.   

At every interaction, this team puts the customer first and is always able to report on the operational health of HRS’ strategic customers. Based on the tremendous amount of insights into what corporates are struggling with, the team supports the identification and automation of solutions to resolve issues, so customers don’t even have to continue reaching out, driving true operational excellence and customer success.

POSITION

In the responsible position of the Global Customer Success Manager (m/f/d), the future position holder takes on the responsibility to lead the operations of respectively assigned global strategic accounts. The GCSM is the daily operational interaction face for the HRS’ strategic customers and their Travel Management Companies (TMCs). During the implementation, the GCSM supports the Delivery Manager in the technical implementation. After go-live, the GCSM closely collaborates with the Global Program Manager, fulfilling excellent customer support according to globally defined standards. The GCSM manages independently the daily operational collaboration with its customer and TMC counterparts – always identifying ways how to improve operational excellence.  

 

The position belongs to the Global Customer Success Management team and reports in the Head of Global Customer Success Management.  

CHALLENGE

  • Be the first touchpoint for HRS’ global strategic customers (Fortune 500) and their respective Travel Management Company (TMC) for any support requests   
  • Support HRS’ global strategic customers with outstanding service quality    
  • Accompany the HRS roll-out project ensuring proper set-up and technical implementation of HRS products & solutions    
  • Your activities include task planning within the project, steering internal stakeholders and escalation management   
  • Provide regular transparency to Global Program Manager and customer/TMC on status of support and operations including provision of respective reporting   
  • Solve complex problems and finding solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions    
  • Be always able to prioritize support requests based on economic impact    
  • Continuously improve working procedures through identification of automation potential   
  • Support special projects driving professionalization and standardization of customer support in terms of processes and tools within HRS Group    

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

  • 3+ years experience in customer-facing roles in a Software-as-a-Service (SaaS) organization  
  • A degree in Business Administration or a commercial education    
  • Autonomous working style  
  • Senior appearance in front of customers  
  • Structured way of working    
  • Good understanding of how to initiate positive contact and maintain lasting relations in B2B business   
  • A high level of self-motivation   
  • Strong orientation on results    
  • Ability to work under time pressure, prioritize your tasks wisely and align with all involved stakeholders   
  • Excellent communication skills in both ways: Understanding pain and gain of the customer and presenting best possible solutions   
  • Fluency in French and English is a must  

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.

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Req ID:  10141


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