Customer Experience Manager:in

About the Position

Customer Experience Manager:in

Shape the future of conferences with Converia.

Self-driving cars, environmental protection, stem cell therapy-these are just a few topics we encounter in our work, even though we don't conduct research. However, most of our customers come from the scientific community. For example, the Technical University of Munich, the University of Cologne, and Fraunhofer Institutes use our Converia software to make managing conferences and congresses easier. For almost 20 years, Converia has ensured that important insights spread more quickly.

Responsibilities

You want to do more than just support customers; you want to actively improve the entire customer journey? Then become part of our Customer Experience Team. Together, we ensure that our customers experience a smooth, value-adding, and positive journey from contract signing to invoicing.

We combine excellent service with smart processes: We guide new customers through onboarding, improve the user experiences of existing customers, and support them with everyday requests or conference-specific requirements.

Additionally, we continuously develop our internal processes to make both our customers and our teams work more efficiently.

• Customer support throughout the entire customer journey from contract signing to invoicing
• Conducting and optimizing customer onboarding
• Handling smaller support and service requests
• Close collaboration with internal teams such as Sales, Operations, and Product
• Identifying optimization potential in the customer journey
• Designing and evolving processes with a focus on customer benefit and efficiency
• Building and maintaining knowledge databases, templates, and standards
• Ensuring high customer satisfaction and a consistent customer experience

Requirements

You have already gained professional experience in the event or technical sector and have had contact with customers. Ideally, you have already gained initial experience in Customer Success, Customer Support, or Account Management in the Software as a Service sector. Additionally, you are characterized by:

• Strong customer orientation and communication skills
• Structured and solution-oriented approach
• Enjoyment in questioning and improving processes
• Ability to develop and implement pragmatic solutions
• Proficiency in using digital tools (Asana, Intercom, etc.)
• A completed degree (minimum Bachelor) or comparable qualifications
• Very good German skills, good English skills are advantageous

Nice to Have

• English
• Process Improvement
• Project Management

We Offer

We believe that work is better when you feel good. Here's why it works for us:

• You will become part of a team that helps each other, communicates openly, and works together to find solutions
• You can actively shape processes and workflows in the customer journey
• Our doors are always open, the paths are short, and the interactions are friendly
• We shape changes together; support and cohesion are a matter of course for us
• Flexible working hours with room for leisure and relaxation are standard; regular home office is easily possible after the training period
• Overtime can be compensated at short notice, and spontaneous vacation is usually not a problem
• Regular team events such as hiking days, summer parties, and Christmas celebrations
• Free drinks and fresh fruit are always available
• Additional benefits such as JobRad leasing, fuel and monthly tickets, height-adjustable desks, and much more
• You choose your further training; we support you in doing so

About the Company

Die Zukunft von Konferenzen mitgestalten? Bei Converia geht das.

Converia GmbH, based in the heart of the cultural city of Weimar, is a software company specializing in solutions for scientific conferences and congresses. Thanks to the long-standing expertise we have gained since our founding in 2000 and our current team of around 35 employees, we optimize and expand our software and product solutions agilely. In addition to universities and research institutions from Germany and abroad, professional congress organizers are among our customers. Thanks to Converia, scientific insights spread more quickly because organizational teams shorten their workflows with the help of the software and manage their events simply and contemporarily digitally.

Contact

Rainer Kretzer

Email: [email protected]

Location

Kaufstr. 2-4

99423 Weimar

Germany