Client Success Manager (m/f/d) - FTC

As a key commercial contact for Enterprise and Retail clients, the Client Success Manager (m/f/d) holds overall responsibility and accountability for client accounts throughout their entire lifecycle with our company. The role is focused on developing trusted, long-lasting relationships across multiple contact points, ensuring all contractual obligations are fulfilled, and overseeing the continuous delivery of guaranteed services.

The position is a maternity cover for 15-18 months, dependent on starting date.

What you will do

• Develop and maintain positive client relationships to ensure overall client success and satisfaction, acting as a liaison between clients and internal/external stakeholders to mitigate churn.
• Develop the contract renewal strategy ahead of contract end dates and lead and drive the renewal process.
• Hold functional responsibility for assigned accounts within the DACH region.
• Establish a robust support and communication structure with clients and stakeholders.
• Coordinate new client onboarding, including setting up clients on the Client Portal and managing associated activities.
• Support and develop existing client relationships, including contributing to Account Development Plans and related materials.
• Assist in acquiring new business by identifying cross- and up-selling opportunities and participating as a core member of the account team.
• Implement and improve processes to meet the support requirements of both existing and new clients.
• Oversee provisioning activities and the end-to-end delivery process for products and services sold to assigned clients.
• Establish a professional service interface with other NTT GDC departments, including technical specialists.
• Prepare and conduct regular client service meetings, audits, satisfaction surveys, and track Voice of the Client, workload, service issues, and complaints, acting as the first point of contact for complaints and escalations.

What we are looking for

Professional skills

• Several years’ experience in Sales, Business Relationship Management, Service Management, or Client Success Management within a technical services company (e.g., data centre services, telecommunications, or similar).
• Excellent numerical, literacy, and written communication skills, with the ability to build relationships at all levels.
• Ability to interpret complex and technically detailed contracts; technical or higher education is desirable.
• Business-fluent language skills in both English and German are mandatory.
• High proficiency in the use of IT equipment and software, including a good knowledge of MS Office.

Soft Skills

• Excellent organisational and project management skills, with the ability to prioritise workload independently.
• Strong ability to recognise client needs and translate them into actionable processes.
• Discretion and professionalism in handling confidential matters, always acting with integrity.
• Analytical and inquisitive mindset, with initiative and self-motivation to solve challenging problems.
• High level of initiative and independence, as well as goal and solution orientation.
• Strong communication and presentation skills.
• Exceptional client service mentality.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.