Customer Resolution Manager (m/f/d)

As Quality Manager – Complaint Resolution & Retention (m/w/d), you play a central role in solving complex B2B customer complaints and improving our customer experience. You evaluate challenging cases, develop viable solutions and combine customer interests and economic requirements. Beyond the processing of individual complaints, you identify structural weaknesses, identify emigration risks and derive concrete improvement measures. In close cooperation with Sales, Account Management and the Customer Retention Manager at Save Desk, you contribute to stabilising customer relationships, avoiding terminations and continuously developing the quality of our processes. Your tasks You control complex and economically relevant B2B complaints independently – from analysis to sustainable solution. You develop sound solutions that take into account customer needs and economic interests, and align them with sales and account management. You analyze complaint patterns, customer feedback and emigration reasons to make causes visible and to initiate targeted improvements. You identify vulnerabilities in existing processes, develop quality standards and accompany cross-departmental improvement measures. You work closely with the Customer Retention Manager in the Save Desk to stabilize endangered customer relationships and unlock recovery potential.

You have at least four years of relevant professional experience in B2B complaint management, customer success, sales, service or in a comparable field. You have experience in the independent solution of complex customer cases, ideally with high economic relevance or increased escalation potential. You have a strong commercial understanding of B2B customer relationships, sales processes, contract and subscription models as well as the causes of customer migration. You combine a strong customer orientation with entrepreneurial thinking, treat yourself and develop pragmatic, sustainable solutions. You communicate clearly, bindingly and responsively and are safe in dealing with different stakeholders – even in challenging conversation situations. You have a good analytical understanding and can identify causes, patterns and relationships and derive concrete recommendations for action. You are familiar with CRM and case management systems, preferably Salesforce You have knowledge of German and English in a reliable manner.

For us as a community it is important that you not only feel comfortable with us, but also outside work. Because your job is to enrich your life. This is why we offer you the following advantages: 30 days holiday + 1 day of service + 2 extra days for Christmas and New Year Hybrid working model Occupational pension Operational risk life insurance Volunteer days Jobbike In-house Gym In-house Barista Favored Wellhub Membership Discounted parking, job or Germany ticket and you can bring your dog to the office! Our Commitment Same opportunities for everyone – this is important to us! We are convinced that diversity and inclusion are important elements for our success as a global company. That's why we want to win, promote and bind the best talents for us. We look forward to any application. .