Senior Customer Business Manager

Who you are

• Education & Language: You have a university degree (or equivalent relevant work experience) and are fluent in written and spoken English; proficiency in German or another European language is a strong plus
• SaaS & Analytical Expertise: You have proven experience with enterprise SaaS software solutions and analytical tools, with the ability to leverage data for strategic decision-making and forecasting
• Self-Sufficient Execution: You thrive in small, dynamic, fast-growing teams, operating with a can-do attitude, self-sufficiency, and strong personal accountability to drive results independently
• Strategic Communication: You possess outstanding interpersonal and communication skills (verbal and written), enabling you to present complex insights to senior leadership and align stakeholders at all levels
• Critical Thinking & Problem-Solving: You apply critical thinking, analytical reasoning, and conflict-resolution skills to navigate ambiguity, solve complex problems, and make data-driven decisions
• Multi-Tasking & Prioritization: You excel at managing multiple priorities efficiently, balancing strategic initiatives with day-to-day operational needs in a fast-paced environment
• Continuous Improvement Mindset: You have a passion for optimizing processes, efficiency, value, and quality, with familiarity of the Personio tech stack and ability to communicate scope expectations with both customer executives and technical stakeholders

What the job involves

• Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build
• As Sr. Customer Business Manager (m/f/d) for Professional Services (Post Sales), you'll act as the strategic right hand to senior business leaders, driving the successful running and evolution of the business unit through data insights, critical project management, and operational excellence
• You'll partner closely with leadership to shape department strategy, ensuring alignment with company direction while coordinating prioritization and investment decisions
• Strategic Partnership: You act as the right-hand to the Senior Director of Professional Services, building strong relationships with senior leaders and their management teams to evolve strategy and represent the functional area across CX and the organization
• Business Operations & Financial Planning: You manage and evolve day-to-day business operations, providing financial inputs, ROI analysis, driving forecasting and capacity insights, and serving as the FP&A interface for your business unit
• Data-Driven Insights & Business Cases: You deliver ad-hoc and recurring performance reporting, create compelling business cases using data to prioritize investments, and regularly present insights to senior CX leaders and the executive team
• Initiative Delivery & Program Management: You drive execution of key strategic Professional Services initiatives and CX OKRs, coordinating cross-functionally with other departments to align priorities and investment
• Process Excellence & Automation: You standardize and continuously improve project delivery workflows, develop key Professional Services processes (driving activation, adoption, engagement CSAT, etc.), and explore automation opportunities using AI and other technologies like RPA
• Operationalising Professional Service Catalog: You work together with our Engagement Manager to maintain and evolve the professional services we offer to new and existing customers. You operationalise how these different services impact team staffing, delivery, and the needed processes and systems
• Professional Service Design: You create and operationalize a framework for development of complex support use cases into billable Professional Services
• Cross-Functional Collaboration: You act as the single point of contact for all operational needs, partnering effectively with the Operations Analyst team and specialist teams throughout the organization

Benefits

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes
• Find your best way to work with our office-led, and remote-friendly PersonioFlex!