Quality Manager (m/w/d)
Core
Resolve complex B2B customer complaints, identify churn risks, and drive process improvements to stabilize customer relationships.
Role type
Senior B2B Customer Retention & Quality Manager
Builds
Sustainable solutions for high-value B2B accounts and improved customer retention processes
Domain
B2B SaaS / Customer Success / Complaint Management
Deliverable
client delivery
Required skills
B2B complaint management, customer retention strategy, commercial acumen, root cause analysis, stakeholder negotiation, CRM proficiency, cross-functional collaboration
Preferred skills
Salesforce experience, contract and subscription model knowledge, advanced analytical skills
Responsibilities
Manage complex B2B complaint cases from analysis to resolution, develop solution proposals balancing customer needs and business interests, analyze complaint patterns to identify structural weaknesses, collaborate with Sales and Account Management to prevent churn, work with the Save Desk to recover at-risk accounts
Seniority
Senior, hands-on IC