Senior Customer Implementation Specialist - Professional Services

About Personio and the Role

Personio offers a smart HR platform that simplifies complex and time-consuming HR tasks for small and medium enterprises. With over 1,500 employees, the company supports 15,000+ customers and 1.5 million employees globally with intuitive products. As a Senior Customer Implementation Specialist within Professional Services, you will play a pivotal role in guiding customers across the DACH region, especially upper mid-market and enterprise clients, to successfully adopt Personio's solutions.

This position requires presence in the office three days per week and can be based in Berlin, Munich, or Dublin.

Primary Responsibilities

• Lead and oversee comprehensive onboarding processes for upper mid-market and enterprise segment clients, ensuring smooth setup, integration, and change management that embed Personio into daily HR activities.
• Promote adoption and product usage by educating customers on best practices to enhance retention, deepen usage, and maximize long-term value among diverse stakeholders.
• Conduct periodic executive and operational meetings to understand client goals, align multiple stakeholders, deliver customized advice, and steer customers toward measurable success.
• Manage multiple complex onboarding projects simultaneously, maintaining control over scope, timelines, risks, dependencies, and ensuring a superior customer experience.
• Act as the escalation point for resolving customer concerns, coordinating with internal teams, and managing bug reports with clear and thorough documentation.
• Establish and nurture trusted relationships with key client contacts including leadership, handle conflicts tactfully, and collaborate with Growth and Customer Success teams to identify upsell opportunities.
• Collaborate cross-functionally with Sales, Growth, Customer Success, and Product teams to achieve excellent outcomes and integrate customer insights into onboarding processes and product development.
• Provide mentorship and support to new team members, contribute to improving onboarding documentation and workflows through continuous learning and process improvement.

Key Requirements

• Minimum six years of experience in customer-facing roles such as Implementation, Onboarding, Customer Success, Consulting, or Program/Project Management within SaaS or B2B environments.
• Proven expertise onboarding and managing upper mid-market and enterprise clients, including complex multi-stakeholder situations.
• Strong stakeholder management abilities with a track record of influencing and aligning decisions across technical and non-technical audiences, including senior leadership.
• Extensive experience managing several projects concurrently with rigorous structure around planning, execution, risk management, and communication.
• Sound business understanding with a focus on aligning company goals into actionable priorities for customers and teams; committed to collective success and mentoring peers.
• Technologically proficient with swift learning capabilities, comfortable with product integrations, and able to quickly master Personio’s platform.
• Excellent communication skills for simplifying complex topics, building trust, and navigating challenging discussions professionally.
• Growth-oriented mindset coupled with adaptability and resilience to continuously enhance customer value delivery.
• Fluency in German and English required; additional languages considered an advantage.
• Practical experience using AI tools to optimize workflows, accompanied by strong judgment to balance automation with personal intervention.

Employee Benefits

• Competitive compensation package regularly reviewed annually, including salary, benefits, and pre-IPO equity options.
• 28 days paid vacation, with incremental additional days after two and four years of service.
• Fully paid Impact Day to contribute towards environmental and social initiatives.
• Family-friendly benefits including generous parental leave, child support, mental health resources, and sabbatical options.
• Office-led but remote-friendly culture with opportunities for flexible working locations and scheduled in-office days to foster team collaboration.
• Regular social events, cultural activities, team meals, and provision of healthy snacks, drinks, and weekly catered lunches to enhance workplace community.

Additional Information

Personio is committed to equal opportunity and fostering an inclusive environment embracing diversity of gender, civil status, sexual orientation, religion, age, disability, education level, and ethnicity. The role blends remote work flexibility with required in-office presence three days per week, located in either Berlin, Munich, or Dublin.