Senior Customer Experience Manager

Harris Computer

. Build and maintain long-term, trusting customer relationships while ensuring a high level of customer satisfaction .

Posted 11/5/2026full-timeRemote • Germany, Austria, SwitzerlandSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management and service coordination, with a strong focus on quality assurance and continuous improvement. Proficient in managing customer requirements and change projects while ensuring high levels of customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceService ManagementChange Project CoordinationQuality Management ProcessesGerman Language Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementRequirements StructuringSLA Compliance MonitoringIncident ResolutionChange Management

Soft Skills

Excellent Communication SkillsEmpathyOrganizational SkillsAssertivenessDecisiveness

Industry Keywords

Utilities Industry KnowledgeCustomer SuccessContinuous ImprovementRisk ManagementStakeholder Engagement

About the role

Key responsibilities & impact

Build and maintain long-term, trusting customer relationships while ensuring a high level of customer satisfaction
Serve as the primary point of contact for customers and coordinate all service-related matters
Align on and further develop agreed services, for example in regular review meetings
Capture, structure, and prioritize customer requirements (Requests for Change)
Manage and coordinate change projects and consolidate requirements into actionable work packages
Monitor service quality and SLA compliance and derive optimization measures
Support incident resolution and actively manage escalations and conflicts
Establish and further develop risk and quality management processes
Own feedback and complaint management and continuously improve the Customer Experience

Requirements

What you’ll need

Completed university degree or commercial training, or comparable qualification with relevant professional experience
Experience in customer support, Customer Success, or Service Management, ideally in the IT or energy sector
Knowledge of the utilities industry is an advantage
Structured, solution-oriented approach and strong organizational skills
Excellent communication skills, empathy, and a confident manner when dealing with a range of stakeholders
Assertiveness, decisiveness, and a high level of accountability
Strong quality awareness and an interest in continuous improvement
Good German skills and ideally English skills
Willingness to travel

Benefits

Comp & perks

Flexible working hours
Option to work remotely
30 days of vacation per year
Additional days off on December 24 and 31
Bike leasing
Mental health support program
Partnerships with various fitness studios
Monthly employer-funded benefits after the probationary period
Professional and personal development through relevant training opportunities
Employee discounts
Monthly tax-free €50 benefit voucher