Customer Relation Manager (m/f/d)

Overview

Job Description
We are the market leader in e-commerce software and are looking for a dedicated Customer Relation Manager (m/f/d) to strengthen our team. With our innovative Shopware platform, we are revolutionizing online retail and providing our customers with the best solutions for their needs. Are you not only focused on satisfying customers, but driven to turn them into enthusiastic fans? Are you passionate about the e-commerce industry? Fantastic! Then become our central point of contact for strategic accounts. Once the deal is closed, that is where you come in: with your extensive skills and experience, you will take our after-sales service to an entirely new level. You will be an integral part of our team, regardless of your location. That is why we are searching across Europe for a Customer Relation Manager (m/f/d) who will work with us to elevate customer satisfaction to the next level.

Responsibilities

• You are responsible for supporting and advising Shopware customers through personal and proactive communication, both in 1:1 and 1:n formats (weekly meetings, monthly check-ins, CFRs, quarterly reviews). Given the high number of customers, it is essential to manage them in a structured manner and according to defined priorities.
• You act as the direct point of contact for inquiries via phone (direct line), ticket, email, or WhatsApp for Business.
• You participate in industry trade shows to maintain relationships, network, and build long-term, strategic partnerships with Shopware customers.
• You contribute to revenue growth by reducing churn and driving targeted cross-sell, up-sell, and renewal activities.
• You serve as an interface to internal specialists in marketing, support, and finance, acting as a key stakeholder for our existing customer base.

Qualifications

• You have several years of professional experience in customer-facing sales roles, ideally within the e-commerce sector.
• You possess strong capabilities in proactive relationship management.
• You have experience as an Account Manager in IT-related fields and are able to identify cross-selling and upselling opportunities. Price negotiations with customers are familiar territory for you.
• You have strong technical understanding and have successfully worked with CRM systems before (e.g., HubSpot, Salesforce).
• You impress with your confident demeanor, strong communication and argumentation skills, and a high level of empathy.
• You have business-fluent German and English skills; additional languages are an advantage.
• You are a true team player and collaborate effectively with key stakeholders.

What we offer

• Company Culture: Open culture with flat hierarchies, where individual initiative is encouraged.
• Employment Contracts: Permanent positions that offer long-term security.
• Flexibility: Flexible working hours and options for mobile work and full-remote contracts.
• Equipment: Freedom to choose your preferred work hardware.
• Onboarding: Well-structured onboarding with support from a personal "buddy."
• Work Environment: An inspiring environment with dedicated colleagues and a dynamic community.
• Development Opportunities: Diverse opportunities for personal growth and development.
• Additional Benefits: Attractive perks such as company pension plans, health programs, and regular team events.
• And much more!

You can get a detailed insight on our career page.

Your personal contact for this position is Yanina Rudenko and is happy to answer any questions you may have!

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