Customer Success Manager / Senior Expert (m/f/d) Digital B2C Solutions

Stellenbeschreibung:

About the Role

In your role as Customer Success Manager (f/m/d) Digital B2C Solutions, you will actively shape how our digital products and services support millions of users from the very first installation, ensuring a reliable, intuitive, and efficient experience. In the Digital B2C Solutions department, we develop applications such as the myVaillant App, the myVaillant Web Portal, as well as services like EnergiePlus and OptimierungPlus.

Responsibilities

The continuous improvement of our digital customer journeys is driven with a clear focus on user needs and measurable added value.
Insights from analytics tools, user studies, and direct customer feedback are systematically analyzed through tools, studies, and interviews and translated into concrete improvements.
You develop cross‑product customer journeys that deliver an outstanding and intuitive customer experience.
As an advocate for the end‑customer target group, you work closely and collaboratively with the Product Owners to embed and drive the user perspective.
Using your strong business and technology understanding, you regularly measure, analyze, and transparently report customer satisfaction.
You plan and coordinate product launches and releases and act as the central point of contact for all country organizations.

Qualifications

Solid professional experience in the field of customer centricity, with a strong user focus and the motivation to continuously improve digital products for millions of our end customers internationally.
Very good user knowledge of Jira, Confluence, MS Office, Google Analytics, and HotJar.
Extensive experience in international and interdisciplinary collaboration within complex organizational structures.
In‑depth expertise in methods and tools for analyzing and optimizing user experiences, combined with the motivation to apply these tools in day‑to‑day work.
User‑centered working style, strong communication skills, creativity, and confidence in managing a wide range of stakeholders in a structured manner, including project management experience.
Qualification: Master’s degree in business administration, engineering, computer science, or a comparable qualification, as well as fluency in English and good German language skills.

What You Can Count On

Hybrid Work: We offer our employees the opportunity to work on a hybrid basis. There is also the option to temporarily work from a country within the European Union.
Flexible working hours: We offer flexible working hours so that family and career can be coordinated individually.
Salary: We offer an attractive remuneration package in accordance with the NRW IG Metall collective wage agreement, including vacation pay and Christmas bonus.
You will work in a fast growing, agile and very dynamic team that challenges established routines and helps transforming the Vaillant Group to a data informed business.
Development: Our development programs "GROW, EVOLVE, LEAD and EXCEL" prepare high potentials for the next career step.

What Makes Us Special

We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world’s leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy‑saving solutions. You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility - for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.