Customer Operations Manager

NezasaTravel technology

Remote (Europe). Offices in Lisbon and Zurich are available if you'd like to use them.Full-TimeManager

Salary not disclosed

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Job Details

Languages: Fluent German and English required.
Experience: 4+ years of experience in a customer-facing role within B2B software
Required Skills: RESTful APIsRisk Management

Have 4+ years of experience in a customer-facing role within B2B software.
Bring experience from a role such as Delivery Manager, Implementation Manager, Customer Success Manager, Onboarding Manager or Technical Account Manager.
Be able to run projects end to end, including scoping, planning, dependency and risk management, and delivery with multiple stakeholders.
Be fluent in German and English and adapt communication to different audiences.
Manage multiple customers and projects with strong organizational skills.
Work autonomously in a remote setup, own outcomes and know when to involve others.
Use AI tools in daily work and be interested in extending their use.
Previous experience as a Delivery Manager or Technical Project Manager is strongly preferred.
Experience handling integrations, APIs or configurations in technical conversations is a strong plus.
Experience building tools, automations or workflows with AI is a strong plus.
Travel industry experience or a consulting or professional services background is beneficial.

Own a portfolio of customers, mainly in the German-speaking market, from contract signature to steady state.
Plan and run customer onboarding projects end to end, defining scope, milestones, dependencies and risks.
Coordinate multi-phase rollouts across internal teams, technical partners, suppliers and customer-side teams.
Keep timelines, blockers and decisions visible to stakeholders, and escalate project risks early.
Lead configuration workshops and manage product setups, including integrations with suppliers and third-party systems.
Run technical conversations with customers, partners and Engineering, translating between business and technical language.
Run hypercare after go-live and help customers transition into steady state.
Drive product adoption by monitoring usage, showcasing features and recommending improvements.
Collect customer feedback on bugs and functionality, share it with Product and Engineering, and close the loop with customers.
Handle L2+ support and work with Account Management and Sales on expansion opportunities, renewal risks and churn signals.

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