Service Manager, Customer Success Manager

Stellenbeschreibung:

Serve as lead in coordination & communication between the customer, sales, services & engineering teams.
Build and maintain positive & respectful relationships
Manage the customer experience with recurring meetings to supervise related activities and outcomes
Construct clear plans of action and drive clear demarcation of ownership and accountability
Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C level executives
Engage and manage the post-sales relationship with the customers
Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives
Work on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
Responsible for incident ownership, managing all high and critical incidents
Incident and escalation management, provide remote operational support and remediation
Logistics support on RMAs
Manage Installed Base and Entitlement
Coordinate End-to-End with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments
Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders
Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive levels
Analyze trends for further discussion, define actions to address issues & concerns
Support business partners and resellers in post-sales activities
Develop, communicate and update account strategies with the sales account team, customer service team and the customer
Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

Requirements

Bachelor’s degree in Engineering, Computer Science or equivalent
7 - 10 years of relevant work experience in Services Delivery / Services Management
Service mindset and proactive attitude
Ideally leading large technical account activity for a Service Provider customer
Proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements
Experience in service delivery and business models
Knowledge / skills in handling complex problems and coordinating work which may extend beyond own area of expertise
Demonstrated ownership and management of service and support escalations and remediation planning
Proven communication and presentation skills (written and oral) and capable of communicating with multiple levels within customer environment
Excellent customer management and relationship capabilities
Proven track of escalation management
Background in IP-based networks or Software technologies (Core & Edge routing, Switching, Data Center, Campus Switching/Networking, Internet Security, Network management)
Proficient with Microsoft Office
Strong data analysis capabilities
Executive engagement and communications
Hold self-accountable for complying with policies, procedures and work requirements
Customer service and support
Experience applying Customer Success concepts and methodologies is a plus
Ability to speak and write in English and German fluently.

Core Competencies

Demonstrates expertise in managing complex customer relationships and service delivery, with a strong focus on communication, escalation management, and data analysis. Proficient in developing strategies that enhance customer satisfaction and operational efficiency.