Customer Resolution Manager (m/w/d)
Core
Resolve complex B2B customer complaints, identify churn risks, and drive process improvements to stabilize customer relationships.
Role type
Senior Customer Resolution Manager (B2B)
Builds
Sustainable solutions for high-value B2B accounts and improved customer retention processes
Domain
B2B Customer Success / Complaint Management
Deliverable
client delivery
Required skills
Complex case resolution, B2B commercial acumen, churn analysis, cross-functional collaboration, process improvement, stakeholder management, CRM proficiency, negotiation
Preferred skills
Salesforce experience, high-impact case handling
Technologies
Salesforce
Responsibilities
Steer complex B2B complaint cases from analysis to resolution, develop solution proposals balancing customer needs and business interests, analyze complaint patterns to identify root causes, identify process weaknesses and develop quality standards, collaborate with Sales and Account Management to stabilize at-risk accounts
Seniority
Senior, hands-on IC