Customer Care Manager (all genders)

About UsOur mission at Avelios is to build the leading software platform for the data-driven digitization of hospitals and patient care. To do so, we have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology in a user-friendly way. With our software, we enable hospitals, doctors & nurses to provide their patients with the best possible care.We are growing fast and want to keep expanding our team and business to fundamentally digitize healthcare for the better.

We appreciate different backgrounds and see diversity as one of our strengths.THE TEAM AND ROLEAs Customer Care Manager (all genders), you are a trusted partner to our customers and play a key role in ensuring long-term success with our solutions. You work closely with clinical decision-makers and end users in hospitals, guiding them through critical phases such as go-lives, hypercare, and day-to-day operations. In this role, you will act as an important interface between customers and internal teams, ensuring that customer feedback is handled efficiently and translated into actionable improvements.

Your success will be measured by stable operations, high service quality, and satisfied customers who feel well supported at all times. This position involves occasional travel to customer sites.Your ResponsibilitiesServe as the main point of contact and strategic partner for our hospital customers throughout the customer lifecycleEnsure transparent, proactive communication regarding progress, solutions, and next stepsCoordinate high-priority issues while ensuring compliance with agreed Service Level AgreementsCollaborate closely with Product, Project, and Change teams to resolve issues efficiently and improve the overall customer experienceMaintain, categorize, and prioritize support tickets during ongoing operationsCapture customer feedback, needs, and product insights and translate them into actionable input for internal teamsSupport Change Management and Medical teams on-site during hospital go-lives to ensure successful adoption and onboardingYour QualificationsExperience in customer-facing roles such as Customer Success, Consulting, IT support, or healthcare-related environmentsStrong ability to analyze, prioritize, and resolve customer requests in a structured mannerHigh software affinity and a solid understanding of digital products; Jira knowledge is a plusReliable, detail-oriented working style combined with a strong focus on customer outcomes and value creationClear, empathetic communication skills and a strong sense of ownership and accountabilityPassion for intuitive, modern digital products in healthcareFluent German and very good English skillsYour BenefitsVariety in your tasks and the opportunity to take ownershipAn international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of AveliosAbility to gain valuable hands-on experience in a startup backed by leading international VCsSupport for your personal development through continuous learning and feedbackSet your own rhythm with flexible working hours and trust-based time trackingA virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creationA monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas