HRS Group

Role Description As Customer Experience Manager PAY, you will join a team of Customer Experience Managers based in Germany, who are experts in payment solutions, impacting all HRS PAY customers globally. Our role is to support all our stakeholders, answering customers' inquiries on payment solutions, and acting as trusted experts continuously improving the PAY customer journey. In this position, we work closely with multiple teams located all around the world. Challenge - Cross-functional collaboration and Case resolution - Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products. - Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions. - Identify and escalate critical issues to the appropriate team and leadership to mobilize resources. - Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams. - Knowledge transfer & Enablement - Build collective expertise through knowledge sharing & best practices across the CXM team. - Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation. - Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality. - Data Driven Improvement & Process Optimization - Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement. - Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations. - Contribute to optimizing issues resolution workflows and the overall PAY Customer journey. Qualifications - Several proven years of professional experience in Customer Experience, Customer Success, or related fields within B2B environments. - Exposure to the payments industry and Enterprise customers management; ideally in travel or fintech. - Customer-centric mindset with passion for delivering exceptional service. - Strong analytical and problem-solving abilities with a data-driven approach. - Excellent communication and stakeholder management skills, first experience in conducting internal trainings. - Experience in working within a matrix organization and cross-functional collaboration. - Ability to prioritize effectively and thrive in fast-paced, dynamic environment with continuously evolving products and solutions. - Experienced in working in virtual, high-performing teams. - Structured, detailed oriented working style with strong organizational skills. - Fluency in German and English, spoken and written, additional language such as Italian or French is a plus. Perspective Join a global network of passionate innovators dedicated to transforming business travel and payments. As part of our entrepreneurial-driven environment, you will have the opportunity to shape the future of customer experience at HRS PAY, contribute to groundbreaking solutions, and grow both personally and professionally. You will work in an agile and dynamic team that values continuous learning, retrospectives, and innovation, making business life smarter, better, and more sustainable. Location, Mobility, Incentive The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus. The position is remote within Germany.

• Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products • Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions • Identify and escalate critical issues to the appropriate team and leadership to mobilize resources • Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams • Build collective expertise through knowledge sharing & best practices across the CXM team • Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation • Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality • Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement • Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations • Contribute to optimizing issues resolution workflows and the overall PAY Customer journey

We are looking for a VP of Sales - US (m/f/d) who is a proven leader both strategically and tactically plays a vital, hands-on role in developing and shaping the HRS Organization as well as running the company’s operations and to give strategic guidance and direction to ensure that the company achieves its mission and objectives. Take full responsibility for new strategic sales for the region and to win the hearts and minds of stakeholders across the corporate landscape. Directly reports to the Global CRO. Be appointed and act as sole Director of the Americas legal entity, manage and have ownership for the total P&L of HRS’s assigned region. Bring a laser-focus to creating and implementing a go-to-market strategy that identifies clear opportunities for revenue growth. Project yourself into the market as a change agent go-to-market entrepreneur who is willing to challenge the status-quo. Work closely and collaboratively with regional peers, cultivate a strong regional ethos of team spirit, industry disruption and start-up energy. Build a strong cooperation with executives from HRS’s headquarters to identify and implement best practices and identify both operational savings and opportunities for growth and expansion. Coordinate all the employees under the legal entity, in compliance with the matrix organizations and in coordination with the global functional leaders. Bring your talents and strategic sales experience into HRS to provide strong guidance to internal stakeholders and to extend the network of external stakeholders. Development of local partnership within the industry and generate cross-selling opportunities.