Customer Experience Manager (all genders)

ABOUT HRS

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

• 1B+ Business travel transactions processed annually
• 3,500+ Enterprise clients across 55 countries
• 35+ Years building the global travel ecosystem
• AI-native Copilot & Connect Platform — built for enterprise scale

BUSINESS UNIT

• The Customer Experience Management (CEM) team activates new HRS customers across the various points of sale and owns the daily operations of our corporate customers.
• The team's core purpose is to ensure excellent operations and support — during implementation and post go-live alike.
• CEMs provide empathetic, timely resolution of support requests, coordinate with product, engineering, and other departments to execute solutions, and can always report on the operational health of HRS' strategic customers.
• Based on deep insight into what corporates struggle with, the team drives the identification and automation of solutions — delivering true operational excellence and customer success.

MISSION & IMPACT

Mission

• As Customer Experience Manager (all genders) DACH, you lead the operations of your assigned accounts and independently manage Mid-Market customers.
• You are the daily operational face for HRS customers and their Travel Management Companies (TMCs) — from technical implementation through post go-live support — ensuring operational excellence so that commercial teams can focus purely on growth.

Impact

• You safeguard customer satisfaction, adoption, and retention across HRS' strategic accounts.
• By delivering excellent support to globally defined standards and continuously improving operational processes, you directly strengthen renewal and upsell ratios — making the customer experience a measurable competitive advantage.

What you'll own:

Onboarding & Implementation

• Accompany the HRS roll-out project, ensuring proper set-up and technical implementation of HRS products & solutions.
• Own and lead the roll-out project independently for smaller, local accounts.
• Drive task planning within the project, steer internal stakeholders, and manage escalations.

Adoption & Enablement

• Run trainings on the HRS platform (e.g. booking portal, payment portal).
• Educate customers on HRS product solutions (e.g. Rebooking, Recommendation Engine).

Support & Operational Excellence

• Act as the first touchpoint for HRS customers and their TMCs across the DACH region for all support requests.
• Provide regular, data-driven transparency on operational health, including status of support and operations.
• On SLA deviations, define the action plan and orchestrate execution across multiple internal departments — sizing issues and prioritizing actions based on economic impact.
• Solve complex problems in collaboration with Product, Procurement, and further HRS departments.
• Continuously improve procedures by identifying automation potential, and support special projects driving standardization of customer support across the HRS Group.

Account Management & Growth

• Manage and develop a portfolio of Mid-Market customers, acting as their primary point of contact for inquiries and escalations.
• Identify growth opportunities within existing accounts and initiate upselling and cross-selling initiatives.
• Conduct regular business reviews (e.g. QBRs) and build strong, long-term customer relationships.
• Monitor customer performance, satisfaction, and retention metrics.

Who you are

• University degree (e.g. business administration) or commercial vocational training
• Professional experience in customer-facing SaaS roles, ideally within the hospitality or travel management (TMC) industry.
• Autonomous, structured way of working with a strong ability to work with data.
• Self-confident appearance in front of customers and excellent two-way communication — understanding customer pain and gain and presenting the best possible solutions.
• High level of self-motivation and a strong orientation on results.
• Ability to work under time pressure, prioritize wisely, and align with all involved stakeholders.
• Openness to identify and convert up-/cross-selling opportunities; commercial mindset focused on customer lifetime value
• Fluency in German and English is a must.

Our Hiring Process

Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser

The market is ready. The platform is built. Now we need the people to close it.

HRS has built the AI-native platform that changes that — and we're now in the phase where enterprise customers are actively looking for what we offer.

A genuinely differentiated platform Our AI Copilot and Connect Platform isn't a feature add-on. It's a new operating layer for enterprise travel and payments. You'll be selling something that stands up to scrutiny.

• Real earning potential Enterprise AE comp at HRS is tied directly to the deals you close. High performance is recognised and there's no ceiling on what a top performer earns.
• 35 years of infrastructure, startup urgency The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter.
• Impact at scale Every deal you close changes how a global organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable.
• Ready to close the deal that matter? Apply Now!
• Join HRS to shape the future of business travel and meetings, empowered by a culture of growth and setting new industry standards worldwide.