Exception Manager Customer Onboarding (m/w/d)

Thermondo

WIR SUCHEN … Dich als Quality & Exception Management Specialist im Bereich Customer Onboarding (m/w/d), um gemeinsam mit uns bei thermondo einen wichtigen Beitrag zur Klimaneutralität zu leisten. Mit Deinem Interesse an erneuerbaren Energien und Deiner Identifikation mit unseren Werten, unser Wort zählt, jeden Tag besser und zusammen stärker, schaffst Du einen echten Mehrwert für uns alle. WENN DU DARAN SPASS HAST * ein junges Team von vier Exception Managern fachlich zu führen und im Tagesgeschäft zu koordinieren: Fallsteuerung, Priorisierung und Qualitätssicherung. Du hast einen echten Einfluss auf die Qualität des Teams und die Ergebnisse, ohne disziplinarische Führungsverantwortung zu haben. * als spielender Trainer selbst in Hochrisiko-Fälle einzusteigen: Du übernimmst persönlich den Kundenkontakt bei kritischen Eskalationen und setzt zielgerichtete Maßnahmen (Gutschriften, Gutscheine) eigenständig ein * die tägliche Steuerung des Teams auf Basis eines internen Risiko-Scores zu übernehmen: Salesforce-Queue priorisieren, SLA-Einhaltung sicherstellen und für alle Kunden im Portfolio den Überblick behalten * Prozesse nicht nur zu dokumentieren, sondern aktiv zu hinterfragen: Du erkennst, wenn sich die Customer Journey, der Unternehmenskontext oder der Markt grundlegend verändern und bringst diese Erkenntnisse als Sparringspartner des Head of Customer Onboarding ein * die SOP-Bibliothek und Lösungsdatenbank des Teams aufzubauen, zu pflegen und qualitativ weiterzuentwickeln – als Wissensbasis für das gesamte Team * neue Exception Manager fachlich einzuarbeiten und als Ansprechperson für Fragen aus dem Team, aus angrenzenden Bereichen wie Disposition, Planung, Förderung sowie Product & Tech zur Verfügung zu stehen UND DICH HIER WIEDERERKENNST * Fließendes Deutsch (C1/C2) auf professionellem schriftlichem Niveau sowie solide Englischkenntnisse  für die interne Kommunikation * 4–6 Jahre Erfahrung im B2C-Customer-Service oder im Beschwerdemanagement.  Idealerweise in erklärungsbedürftigen Bereichen wie Energie, Handwerk oder Installation. Du hast eigenständig komplexe Fälle verantwortet und nachweislich Wirkung auf Teamqualität gehabt * Ausgeprägte operative Exzellenz im Exception Handling: Du weißt, wie man eskaliert, deeskaliert und beides auf Kunden- und Teamebene professionell kommuniziert – formale Teamlead-Erfahrung ist kein Muss, fachliche Seniorität schon * Strukturiertes Prozessdenken auf zwei Ebenen: Du kannst Abläufe operativ dokumentieren und optimieren und gleichzeitig strategisch hinterfragen, ob ein Prozess grundlegend überdacht werden muss * Technische Affinität: sicherer Umgang mit Salesforce oder vergleichbaren CRM-Systemen; Offenheit gegenüber KI-gestützten Tools und datengetriebener Teamsteuerung; Erfahrung mit Reporting-Tools (z.B. Looker) von Vorteil * Hohe Belastbarkeit und Resilienz bei hohem Fallvolumen und Eskalationsdruck – und die Fähigkeit, dem Team durch fachliche Kompetenz Orientierung zu geben, auch wenn noch nicht alles final geregelt ist WAS WIR DIR BIETEN * Das Bruttojahresgehalt für diese Position startet ab 52.000 €* * Einen Job mit Sinn, einer klaren Vision und der seltenen Gelegenheit, mit einem der größten CleanTechs Deutschlands aktiv mitzugestalten. * Eine Unternehmenskultur, die Menschen quer durch die Gesellschaft zusammenbringt – unabhängig von Geschlecht, Herkunft, Alter oder Hintergrund. * Ein modernes Office mitten in Berlin-Kreuzberg mit Dachterrasse, in dem auch Hunde willkommen sind. * Arbeite flexibel aus dem Mobile Office – an bis zu 3 Tagen die Woche. * Monatliche Unternehmensevents wie Lunch & Learn und Drinks & Action. * Bilde Dich weiter! Regelmäßige Möglichkeiten für Trainings und Fortbildungen durch unser eigenes Learning & Development Team oder externe Coaches. * Sicherheit & Vorsorge: Wir bieten Dir einen unbefristeten Arbeitsvertrag und sorgen für Deine Zukunft: Dein Beitrag zur bAV und BUV wird durch einen erhöhten Arbeitgeberzuschuss von 20 % unterstützt. * Beweg Dich mit Deinem JobRad, klimafreundlich durch die Stadt. * Mit FINN JobAuto Leasing kannst du dein persönliches Wunsch-Elektroauto bequem leasen. * Corporate Benefits: Mitarbeiterrabatte bei über 100 Partner:innen. * Dein Wohlbefinden ist uns wichtig, daher investieren wir für dich in deine physische sowie psychische Gesundheit und bieten dir neben 30 Tagen Urlaub, einem unbefristeten Arbeitsvertrag und weiteren zahlreiche Vergünstigungen über die Corporate Benefits auch eine vergünstigte Urban Sports Mitgliedschaft und Zugang zu nilo.health, einer Plattform für die mentale Gesundheitsvorsorge. ÜBER UNS Jede Bewerbung ist willkommen bei uns - unabhängig von Geschlecht, Nationalität, ethnischer und sozialer Herkunft, Religion, Weltanschauung, Behinderung, Alter, sexueller Orientierung oder Identität. Wir sind überzeugt, jeder Mensch ist wertvoll und verdient eine faire Chance.    Kein Haus gleicht dem anderen, aber für jeden von uns ist es ein Zuhause. Es steht für das, was uns ausmacht, was uns wichtig ist. Hier wollen wir seit jeher geborgen, sicher und ungestört sein.    Aber wir glauben, beim eigenen Heim geht es künftig um mehr - nämlich um die Generationen, die nach uns kommen. Wir glauben, unsere Häuser können mehr! Sie können elektrifiziert, intelligent, effizient, unabhängig und klimaneutral sein. Wir glauben, klimaneutrales Wohnen sollte für jeden zugänglich, erschwinglich und einfach sein. Und mit jeder Wärmepumpe vor unseren Häusern, jeder Photovoltaikanlage auf unseren Dächern und jeder Wallbox in unseren Garagen leisten wir einen Beitrag für klimaneutrales Wohnen.    Wir glauben nicht nur an klimaneutrales Wohnen – wir ermöglichen es.  Für Millionen von Eigenheimen. Gemeinsam. Jeden Tag. Heim für Heim. DEIN BEWERBUNGSPROZESS * Überzeugt Dein CV? Dann gehst Du mit Svetlana (Talent Acquisition Manager) in einen ersten Austausch. * Besteht von beiden Seiten Interesse, steigst Du mit Alexander (Head of Customer Onboarding) tiefer in die Position ein. * Passt es weiterhin? Bekommst Du die Möglichkeit, einige Deiner potenziellen Teammitglieder kennenzulernen. * Sind alle glücklich? Herzlich willkommen bei thermondo. *Die Entscheidung zum konkreten Gehaltsniveau wird im laufenden Recruitingprozess definiert und richtet sich nach Deiner Erfahrung, Qualifikation und dem Verantwortungsumfang innerhalb der genannten Position. LOS GEHT'S Das ist genau die Herausforderung, nach der Du suchst? Dann warte nicht länger und bewirb Dich bei uns. Wir freuen uns darauf, Dich kennenzulernen!

iBanFirst

Experience and relationship management add value to our customers' needs by ensuring their foreign transactions run smoothly. We need you for this. You will be an advisor, problem solver and confidant to our clients, providing them with insight and expertise on market developments and opportunities to sustain their business objectives and serving as a foreign exchange informant. You are a negotiator and able to build and strengthen relationships at an executive level. You will think outside the box and use your analytical insights to further develop our sales strategy, techniques and tactics based on feedback from our customers and developments in the forex market. You are able to transfer your passion, initiative and motivation to our team and our customers.   What awaits you? * Act as the primary point of contact for an assigned portfolio of active clients, ensuring high levels of engagement and satisfaction; * Execute FX transactions (spot, forward, and hedging solutions) in line with client needs and market conditions; * Proactively manage and grow your portfolio through cross-selling and up-selling of FX products and services; * Build and maintain long-term, strategic client relationships, including regular face-to-face meetings; * Provide market insights and FX guidance, supporting clients in navigating currency volatility; * Analyze clients’ FX exposure and risk management strategies, proposing tailored hedging solutions; * Collaborate closely with Sales, Dealing, and Operations teams to deliver seamless client service and maximize revenue opportunities; * Monitor market movements and identify trading opportunities relevant to your clients; * Drive client adoption and effective use of the platform, ensuring they leverage all available features; * Act as a key contributor to client retention, minimizing churn and enhancing overall client experience; * Gather client feedback and contribute to continuous improvement of products and services; Key Performance Indicators (KPIs) * Revenue generation and trading volume * Cross-sell and up-sell performance * Client retention (Churn) * Client satisfaction (NPS)   What do you bring? * Proven experience in FX sales, dealing, or account management within a financial services environment; * Strong knowledge of FX products (spot, forwards, hedging strategies) and international payments; * Demonstrated ability to manage client relationships and generate revenue; * Solid understanding of financial markets and currency risk management; * Excellent communication and negotiation skills; * Client-focused mindset with a consultative approach; * Ability to work in a fast-paced, performance-driven environment; * High level of attention to detail and strong organizational skills; * Fluency in English  * A proactive, results-driven team player with a strong sense of ownership.   It is your responsibility to ensure the growth of your portfolio by initiating and implementing proactive reactivation, cross-selling and up-selling strategies. Flexibility and creativity combined with a strategic and analytical mindset are required as there is no one right approach and all are tailored to the customer.   What do you need? * You can impress with very good communication skills and business acumen * You love selling and have initial experience in dealing with B2B customers * You can convince and thus convert non-active customers into active ones * You are a native German speaker and are fluent in English * Ideally a bachelors or university degree and a strong interest in the financial sector and FX market * You live in Düsseldorf or the surrounding area or are willing to travel to Düsseldorf    What do we offer? * An attractive position to further develop your skills as an account manager * Defined career plan, with development steps and training offers * A market conform salary * Great bonus structure based on your own performance * 30 vacation days (based on a full time employment per year) * An international team that has a lot of passion and fun at work * Various team events, locally and internationally including offsite. * Detailed onboarding You will be a valuable addition to building a strong brand from this innovative and fast-growing scale-up with great ambitions.     RECRUITMENT STEPS Discovery call with Christine, HR  Interview with Besart Shala, Jeroen Hoevers  Discovery of the team members   Who are we? iBanFirst is a fast-growing European fintech that is revolutionizing international payments for SMEs. Founded in 2016, our platform empowers Small & Medium Multinationals (SMMs) to regain control over their payment operations: currency conversion (FX), international transactions, and foreign exchange risk management across 140 countries — quickly, transparently, and securely.  We make life easier for SMEs through an advanced technology platform (automation, APIs, AI…) combined with dedicated expertise, offering the best of both worlds: the agility of a SaaS solution and the reliability of a trusted partner.  By simplifying complexity, iBanFirst helps thousands of bold companies seize global business opportunities with peace of mind — delivering simplicity, transparency, and security.    Key figures  * 350+ employees across 13 offices in 10 European countries  * 30+ nationalities represented, average age: 32  * 10,000 corporate clients trust us  * €65M in revenue in 2024, with a target of around €85M in 2025  * Profitable for nearly two years  * Ranked for 6 consecutive years in the Financial Times FT1000, among the fastest-growing European companies  * An NPS of 87.5 — an exceptional score in our industry that reflects enthusiastic client feedback on the simplicity, speed, and quality of our service    A strong culture built around 4 core values  Team First : The complexity of our industry demands collective intelligence. We prioritize cooperation, transparency, and knowledge sharing. Success is a team effort, and decisions are made together.  Tenacity : We’re transforming a challenging and highly regulated market. It requires endurance, fast learning, and resilience — qualities rooted in our entrepreneurial DNA.  Transformation : Innovation is not a buzzword; it’s a necessity in a constantly shifting and strategic sector. We innovate with intent: every technical, product, or organizational improvement is designed for real impact.  Trust : Trust is the foundation of everything we build — with our clients and, above all, internally. It’s driven by ownership, autonomy, and a shared commitment to transparency, rigor, and reliability.    Why join us?  * We operate at the heart of a strategic and fast-evolving sector: international payments for SMEs — a complex, high-potential market.  * We’re driven by a meaningful mission: helping bold “Small & Medium Multinationals” succeed globally.  * Our platform integrates cutting-edge technologies (AI, automation…), making it an ideal playground to test, learn, and innovate continuously.  * You’ll join an agile environment where your expertise has tangible impact, working alongside talent from top financial institutions.  * iBanFirst is profitable and backed by long-term investors:  * Xavier Niel and Bpifrance, historical shareholders, have supported and trusted us from the beginning  * In 2021, the entry of Marlin Equity Partners marked a new chapter in our international ambitions      #LI-CH1 #LI-Onsite

DeepL

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn,Instagram, and our Blog. MEET THE TEAM BEHIND THIS JOURNEY At DeepL, we're on an exciting adventure to expand our operations to match our ambitious growth plans. At the heart of this journey is our Sales team, a cornerstone of DeepL's market expansion and customer engagement strategy. Our mission is clear: to build and develop high-performing sales teams that embody DeepL's innovative spirit and commitment to excellence. As a member of our Sales team, you will play a central role in growing our business and expanding our global reach into new markets. Working in close partnership with Marketing, Product, and Customer Success teams, you will collaborate to deliver tailored solutions that genuinely meet our clients' needs. About this opportunity We are looking for an exceptional sales professional based in Austria (preferable) OR Switzerland to establish and grow DeepL's presence in the Austrian market. This is a rare opportunity to build something meaningful in a market where we're just getting started. You will be a key player in our Austrian expansion, bringing together an entrepreneurial approach with deep market knowledge — and you won't be doing it alone. You'll have the full support of an experienced, collaborative international team behind you. Your responsibilities * Shape our Austrian market entry: You will be at the forefront of DeepL's expansion into Austria, introducing our market-leading translation services to clients and helping them break down language barriers * Build with purpose: Establish our sales foundation in Austria — creating processes, relationships, and market presence where little currently exists * Become a trusted market expert: Develop deep knowledge of the Austrian business landscape, cultural nuances, and customer needs to position DeepL as a valued and trusted solution * Represent and advocate: Serve as an expert on DeepL's products and your customers' needs, troubleshooting thoughtfully and resolving inquiries with care * Own the full sales cycle: As a trusted partner to new and incoming customers, you will qualify and convert leads and guide opportunities from first contact to close * Set and reach meaningful goals: Work towards monthly activity, pipeline, and revenue goals as we establish our presence in the market together * Cultivate a strong pipeline: Identify and develop new business opportunities, including upselling and cross-selling where it adds real value for clients * Manage diverse opportunities: Respond to inbound prospects and customers, navigating a varied mix of opportunities from qualification through to close * Stay organised and forward-looking: Track opportunity and customer details including use cases, timelines, and next steps to keep things moving smoothly * Connect across teams: Work closely with our diverse, international, and welcoming teams — from SDRs to Marketing — collaborating across borders with openness and curiosity Qualities we look for We know that confidence gaps and imposter syndrome can sometimes hold people back from applying. If you're excited about this role and feel you have most of what we're looking for, we'd genuinely love to hear from you — even if you don't tick every box. * Entrepreneurial mindset: You enjoy building from the ground up and feel energised by the challenge of creating something new. You're comfortable with ambiguity and motivated by the opportunity to make a real impact * Deep Austrian market knowledge: You have genuine knowledge and appreciation of Austrian business culture, market dynamics, and customer preferences — and you understand what makes the market unique * Cultural fluency: You connect authentically with Austrian clients and partners, and bring a genuine appreciation for local values and business practices * Solid full-cycle sales experience: A proven track record in Enterprise Sales with the ability to manage complex, multi-stakeholder deals * SaaS expertise: Experience in software sales — especially SaaS — is preferred * Strong communication skills: Excellent organisation, presentation, and communication skills (verbal and written) across multicultural contexts * Adaptability and resilience: You feel comfortable in a fast-paced, growth-oriented environment and can shift priorities while maintaining momentum * Collaborative spirit: You thrive when working as part of a team, enjoy supporting colleagues, and value cross-functional collaboration * Language proficiency: Fluent in both, German and English * Location: Based in Germany, with willingness to travel to Austria as needed to build relationships and establish market presence WHAT WE OFFER * Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. * Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. * Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team's general locations and time zones to foster effective and seamless collaboration. * Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that's why every employee receives Virtual Shares, linking your contribution directly to DeepL's growth and rewarding you with a stake in our future. * Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally. * Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. * 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. * Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you! #LI-JB2 WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.