[Hiring] Senior Customer Success Manager @Diebold Nixdorf

Role Description

As a Senior Customer Success Manager (m/w/d), you will ensure that our clients’ contractually agreed-upon service level requirements and service processes are met regarding the service portfolio, as well as oversee the cost-effectiveness of service contracts.

You will interact with our customers in person or remotely and represent the company in customer retention situations. Furthermore, you will coordinate communication between customers and our company’s service providers and ensure consistently high customer satisfaction.

Your Responsibilities

• Taking responsibility for newly defined service products, including gathering and evaluating requirements from customer discussions and addressing any issues that arise.
• Upon request, collaborating with sales staff to develop service concepts, identifying weaknesses and cost risks, and propose solutions.
• Coordinating service requirements with customers and the sales team.
• Participate in the development and coordination of service level concepts.
• Within the framework of established processes and procedures, coordinate involved internal and external support departments; align and document support processes and operational levels while adhering to the respective service level agreements with the customer.
• Coordinating all support units involved in the service product to ensure the consistency of processes and procedures while adhering to defined guidelines.
• Defining guidelines and developing specifications for reporting managers regarding the creation of standard reports to monitor service levels and key performance indicators from the customer’s perspective.
• Monitoring incident management to ensure compliance with agreed-upon service quality and service level targets for assigned customers and service providers.
• Initiating/leading service meetings or participating in service meetings with customers or service providers to discuss the quality of service provided and to optimize processes, quality, and costs.
• Continuously improving service quality and the cost-benefit ratio by optimizing service concepts and processes.
• Implementing and executing measures to resolve issues that arise, in the event of complaints or SLA breaches.
• Supporting Financial Management with inquiries regarding non-contractual invoices and invoice disputes, as well as billing with service providers.
• Determining and optimizing service costs for internal and external support entities in accordance with the agreed-upon OLAs.

Qualifications

• Several years of professional experience in a relevant field, with responsibility for initiating IT projects and service management.
• Strong soft skills in consulting and team leadership, excellent communication skills with fluency in German and English, and the ability to explain complex issues in a way that is tailored to the target audience.
• Customer-focused, conceptual, and entrepreneurial thinking, as well as a professional demeanor, negotiation skills, and presentation skills.
• Willingness to travel.
• In particular, additional knowledge in the following areas is required:
• Business administration knowledge.
• Industry, product, and solution knowledge.
• IT knowledge.
• Extensive experience with service processes.
• Good written and spoken German and English skills.
• ITIL experience or certification.

Benefits

• Permanent employment contract.
• Attractive work schedule and reliable vacation planning.
• Strong team spirit.
• Targeted development of your personal skills.
• Opportunities to work independently and actively help shape processes.
• Diverse responsibilities in a modern work environment at a renowned and forward-thinking company.

Your Application

Please send us the following documents in one document:

• CV
• Covering letter
• Employment certificates