Customer Care Manager (all genders)

ABOUT US

Our 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 ROLE

As 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 RESPONSIBILITIES

• Serve as the main point of contact and strategic partner for our hospital customers throughout the customer lifecycle

• Ensure transparent, proactive communication regarding progress, solutions, and next steps

• Coordinate high-priority issues while ensuring compliance with agreed Service Level Agreements

• Collaborate closely with Product, Project, and Change teams to resolve issues efficiently and improve the overall customer experience

• Maintain, categorize, and prioritize support tickets during ongoing operations

• Capture customer feedback, needs, and product insights and translate them into actionable input for internal teams

• Support Change Management and Medical teams on-site during hospital go-lives to ensure successful adoption and onboarding

YOUR QUALIFICATIONS

• Experience in customer-facing roles such as Customer Success, Consulting, IT support, or healthcare-related environments

• Strong ability to analyze, prioritize, and resolve customer requests in a structured manner

• High software affinity and a solid understanding of digital products; Jira knowledge is a plus

• Reliable, detail-oriented working style combined with a strong focus on customer outcomes and value creation

• Clear, empathetic communication skills and a strong sense of ownership and accountability

• Passion for intuitive, modern digital products in healthcare

• Fluent German and very good English skills

YOUR BENEFITS

• Variety in your tasks and the opportunity to take ownership

• An 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 Avelios

• Ability to gain valuable hands-on experience in a startup backed by leading international VCs

• Support for your personal development through continuous learning and feedback

• Set your own rhythm with flexible working hours and trust-based time tracking

• A virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creation

• A 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