Customer Experience Manager Pay

Hrs As a Company
HRS reinvents how businesses Work, Stay and Pay. Counting more than 5,000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged as the most trusted platform for digital software solutions in business travel hospitality worldwide. The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking, and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction for corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders, and ensures the strongest compliance end-to-end.

*BUSINESS UNIT*
The Customer Experience team owns the entire customer journey for HRS PAY, ensuring a seamless and high-quality experience from the moment of activation to ongoing customer success. The team is responsible for optimizing interactions across all touchpoints, enhancing user satisfaction, and driving product adoption. With extensive expertise in customer engagement, digital experience, and operational efficiency, the team ensures that clients fully leverage the value of HRS PAY's technological suite. During the operating phase, the Customer Experience team acts as subject matter experts to outline the customer engagement strategy, ensure a seamless transition, and educate clients on maximizing the platform's benefits.

*POSITION*
As Customer Experience Manager PAY, you will join a team of Customer Experience Managers based in Germany, who are experts in payment solutions, impacting all HRS PAY customers globally. Our role is to support to be the first contact for all stakeholders, answering customers' inquiries on payment solutions, and acting as trusted experts continuously improving the PAY customer journey. In this position, we work closely with multiple teams located all around the world.

*CHALLENGE*
Cross-functional collaboration and Case resolution

• Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products
• Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions
• Identify and escalate critical issues to the appropriate team and leadership to mobilize resources
• Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams

Knowledge transfer & Enablement

• Build collective expertise through knowledge sharing & best practices across the CXM team
• Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation
• Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality

Data Driven Improvement & Process Optimization

• Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement
• Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations
• Contribute to optimizing issues resolution workflows and the overall PAY Customer journey

*FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...*

• Several proven years of professional experience in Customer Experience, Customer Success, or related fields within B2B environments.
• Exposure to the payments industry and Enterprise customers management; ideally in travel or fintech.
• Customer-centric mindset with passion for delivering exceptional service.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Excellent communication and stakeholder management skills, first experience in conducting internal trainings.
• Experience in working within a matrix organization and cross-functional collaboration.
• Ability to prioritize effectively and thrive in fast-paced, dynamic environment with continuously evolving products and solutions.
• Experienced in working in virtual, high-performing teams.
• Structured, detailed oriented working style with strong organizational skills.
• Fluency in German and English, spoken and written, additional language such as Italian or French is a plus.

*PERSPECTIVE*
Join a global network of passionate innovators dedicated to transforming business travel and payments. As part of our entrepreneurial-driven environment, you will have the opportunity to shape the future of customer experience at HRS PAY, contribute to groundbreaking solutions, and grow both personally and professionally. You will work in an agile and dynamic team that values continuous learning, retrospectives, and innovation, making business life smarter, better, and more sustainable.

*LOCATION, MOBILITY, INCENTIVE*
The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus. The position is remote within Germany.