Customer Solution Manager (m/f/d)

In this role, you will serve as the central point of contact for our customers during the usage and operational phase of our solutions. You will ensure successful onboarding, stable operations, and continuous solution improvement. Acting as a key interface between customers, Product, Engineering, Sales, and Support, you will play a critical role in driving customer satisfaction and long-term partnerships.

What is your Day-to-Day Mission:

Customer Management & Solution Enablement

• Act as the primary point of contact for customers and users throughout onboarding, deployment, and ongoing operations

• Proactively manage and support the operational use of our solutions, from initial rollout to steady-state operations

• Organize and lead regular exchange formats such as jour fixes and review meetings in close collaboration with Sales and Program Management

• Ensure transparent and consistent communication between customers, Product, Engineering, Sales, and Support teams

Solution Development & Optimization

• Capture, analyze, and prioritize customer requirements during live operations

• Work closely with Product Management to evolve features, integrations, and roadmap elements

• Coordinate with Engineering to assess technical feasibility and implementation options

• Contribute to the development of operational concepts, deployment models, as well as training and support concepts

Reporting & Documentation

• Own customer reporting, usage analyses, and KPI-driven insights

• Maintain and continuously update operational concepts, integration documentation, and customer-specific solution materials

• Prepare status reports, improvement plans, and strategic recommendations

Cross-Functional Stakeholder Management

• Collaborate closely with Program and Key Account Management to align on strategic customer development

• Act as an escalation interface and coordination point with Support for operational issues and service cases

• Support Sales in identifying upselling, expansion, and growth opportunities

• Manage customer expectations regarding product evolution in alignment with Product, Engineering, and Sales