HERO Software

Product Manager

• Du führst eine kontinuierliche, ergebnisorientierte Product Discovery durch, um echte Kundenprobleme bestmöglich zu verstehen und zu lösen
• Du verantwortest den Discovery- und Delivery-Prozess für deine Key Outcomes und maximierst den Wert von HERO Software für unsere Kund*innen
• Du arbeitest eng mit Design und Engineering in einem interdisziplinären Produktteam zusammen und bringst Konzepte schnell in die Umsetzung
• Du stehst in engem Kontakt mit unseren Kund*innen sowie unseren kundennahen Teams zur Validierung neuer Lösungsansätze
• Du identifizierst und bewertest AI-gestützte Use Cases mit messbarem Nutzen für unsere Kund*innen und integrierst diese, wenn sinnvoll, in unser Core-Produkt
• Du treibst deine Themen proaktiv voran und förderst die gemeinsame Lösungsfindung in interdisziplinären Teams

Senior Product Manager

Customer Support

• First point of contact: You are the primary and most important contact for our customers and create an outstanding service experience that delights.
• Passionate problem solver: You shape every customer interaction—whether by phone or email—positively, efficiently and with a solution-focused approach to actively strengthen customer satisfaction.
• Tech-savvy: You analyze and resolve inquiries by thinking deeply about our software and finding solutions even for tricky cases.
• Knowledge manager: You document your solutions clearly in our ticketing system (Salesforce) and thereby actively help improve our knowledge base (Notion) for the entire team.
• Bridge-builder: You identify recurring patterns, provide valuable feedback to your team lead, and create detailed tickets (Jira) for our development team when necessary.
• Team player: You proactively share your knowledge, support your colleagues, and contribute to a positive and successful team dynamic with a "we'll-get-this-done" attitude.

Customer Care Manager

Customer Success Manager

• Holistic onboarding of new customers: You guide customers through the first steps with our software, explain features clearly, and adapt to each customer's level of digital maturity and operational challenges.
• Structured delivery of training sessions: You run customer meetings professionally, confidently, and with a strong presence.
• Developing customers during the early adoption phase: You identify optimization potential, recommend appropriate workflows, and ensure customers can use the software quickly and successfully.
• Analysis of customer needs & usage patterns: You use feedback and data to understand where obstacles exist and initiate concrete measures for improvement.
• Identifying upsell & cross-sell opportunities: You spot early which additional modules or features create real value for customers and prepare targeted recommendations.
• Shaping the customer journey during onboarding: You contribute ideas to improve our processes — from training concepts and communication flows to customer-health indicators.
• Close collaboration within the team & with other departments: You work with Sales, Support, and Product to drive customer success together.