Customer Relations Manager – Customer Success Coach

Job not on LinkedIn

🕒 September 25

🇩🇪 Germany – Remote

💵 €55k - €65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Franklin Institute of Applied Sciences / Pioneer People GmbH

WebsiteLinkedInAll Job Openings

11 - 50 employees

📚 Education

🤝 B2B

Education • B2B

Franklin Institute of Applied Sciences / Pioneer People GmbH is a German professional education and upskilling provider offering certified continuing-education programs focused on digital product management, digital sales & customer management (CRM workflows & AI tools), process automation and AI integration. They run courses and bootcamps for individuals and employers, advertise up to 100% funding via Bildungsgutschein, list certification and official partner status, and report outcomes such as 400+ graduates and a 71. 8% integration rate (Dec 2025). Program start dates and employer-facing services indicate they work with both learners and organisations to support career transitions and digital upskilling.

📋 Description

• Supporting participants from onboarding through completion • Building trusting relationships • Serving as the primary point of contact for organizational matters, questions, and challenges • Monitoring progress, engagement, and absences, and proactively reaching out • Conducting feedback, coaching, and completion conversations • Following up on agreed next steps • Managing complaints, conflicts, and escalations • Moderating selected group sessions and masterminds • Reliably documenting relevant conversations and developments in the CRM • Collecting feedback and identifying opportunities for improvement • Working closely with the Training, Operations, and Career teams

🎯 Requirements

• Strong customer and service orientation • Empathy, excellent communication skills, and a good understanding of different personalities • Calmness and confidence in conflict, complaint, and escalation situations • Ability to listen and communicate clear expectations and boundaries • Independent, structured, and responsible working style • Careful documentation skills • Experience with CRM systems such as HubSpot is an advantage • Experience as a social pedagogue, in coaching, customer support, account management, customer relations, or participant support is an advantage • Coaching certification or practical coaching experience is a major plus, but not required • Digital affinity, team spirit, positive energy, and openness to change

🏖️ Benefits

• Modern, fully remote work environment • Trust and autonomy • Short decision-making processes • Genuine collaboration • Fitness membership • Team events • Employee discounts

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