Customer Resolution Manager (m/w/d)
Core
Resolve complex B2B customer complaints, prevent churn, and drive process improvements to stabilize customer relationships.
Role type
Senior Customer Resolution Manager (B2B)
Builds
Improved customer retention strategies and optimized complaint resolution processes
Domain
SaaS / B2B Recruitment Technology
Deliverable
dashboards & analysis
Required skills
B2B complaint management, churn analysis, stakeholder negotiation, commercial acumen, root cause analysis, process improvement, CRM proficiency, cross-functional collaboration
Preferred skills
Salesforce experience, contract and subscription model knowledge
Responsibilities
Evaluate and resolve complex B2B complaints, analyze complaint patterns to identify churn risks, develop solution proposals balancing customer needs and business interests, identify process weaknesses and implement improvements, collaborate with Sales and Account Management to retain at-risk customers
Seniority
Senior, hands-on IC