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Customer Service Manager
LABLIONS software & solutions GmbHCustomer Service Manager responsible for key account management and support operations at LABLIONS. Collaborating with cross-functional teams to enhance service processes and customer satisfaction.
About the role
Key responsibilities & impact- Strategic management of our key accounts and oversight of the entire support operation
- Central responsibility for the most important customer relationships in close coordination with Support, Development, and Professional Services teams
- Build sustainable, partnership-based relationships at decision-maker level to ensure customer satisfaction and long-term retention
- Proactively identify risks, optimization opportunities, and growth potential within existing accounts
- Manage support operations, including assistance to the Support Team Lead
- Operational oversight of support activities, including prioritization of incoming support requests by urgency and business impact
- Analyze and monitor ticket volumes for key accounts and ensure consistent follow-up until resolution
- Lead escalation management: develop and implement robust solution strategies under time pressure
- Systematically identify and implement improvements in support and service processes
- Prepare meaningful reports and status updates for customers and management
Requirements
What you’ll need- Several years of experience in a customer-focused role, e.g., Customer Success, Service Delivery, IT Support, or Technical Account Management, ideally in the healthcare sector
- Customer-focused mindset and confident presence
- Solid experience with ticketing and knowledge management systems, particularly Jira and Confluence
- Strong technical affinity and understanding of complex IT systems
- Excellent communication and organizational skills
- Ability to set priorities clearly in a dynamic environment
- Ideally, some initial experience in leading teams
Benefits
Comp & perks- Flexible working hours tailored to your personal and family situation, including a flextime account
- eGymWellpass and corporate benefits
- Company pension plan
- Team events for beer and water drinkers, vegans, people with allergies, or omnivores – everyone is welcome, whether old or young, loud or quiet, Bavarian or not – our “Come as you are” mentality is part of our identity
- Use up to 20 working days of workation within the EU
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Account ManagementSupport Operations ManagementRisk IdentificationProcess ImprovementTechnical Affinity
Soft Skills
Excellent CommunicationOrganizational SkillsCustomer-Focused MindsetPriority Setting