Manager Client Success Management (m/f/d)

As our Manager Client Success Management you will be leading a team of Client Success Managers supporting clients throughout the entire in-life phase. You will be ensuring a consistent client journey and lasting client satisfaction. Collaborating with Sales as a pivotal part of the account team, responsible for maintaining the client base and the resulting value creation in terms of revenue retention, cross-selling and upselling. Focussing on continual improvement by monitoring in-life processes, identifying improvement potential and implementing new processes.

Your responsibilities

• Leadership and development of the Client Success Managers within the CSM team, to include:
  • Ensuring consistent adoption and execution of EMEA processes, procedures and workflows
  • Implementing, reviewing and assessing CSM specific goals and objectives
  • Supporting the CSMs in preparing and conducting client service reviews and business reviews
  • Responsibility for recruiting, onboarding and managing any disciplinary matters
• Establishing and building professional external client relationships and internal cross functional relationships
• Overseeing the entire client lifecycle, ensuring a consistent client journey, to include onboarding, providing in-life support, contract renewals, cross-selling and upselling, monitoring performance and offboarding
• Contribute to the continuous improvement of the CSM function through the reviewing, standardising and revising of processes and workflows, in coordination with the Director Client Success Management EMEA
• Support the Client Delivery Management function in delivering the client solution and ensure a consistent client interface and commercial change control during delivery phase
• Work with Sales and CSMs to form virtual account teams for defined target growth clients and support them in establishing account development plans
• Overseeing the contractual change management for new client requirements, the coordination of service surveys and audits, and ensuring the invoice and cash collection process is followed
• Statistical analysis and the timely provision of regular reporting to support the business needs in line with requirements
• Supporting client escalations and taking responsibility for driving a thorough investigation, successful resolution and effective root cause analysis
   

Your profile

• Several years of experience within a CSM or similar function working for a technical services company, such as a data center services provider, telecommunications and/or internet services provider or another similar technical organization
• Proven ability to successfully build, manage and motivate multicultural (local, virtual & interdisciplinary) teams, whilst demonstrating a high level of initiative, independence and goal-oriented mindset
• Excellent communication (both verbal and written), numerical, literacy and presentation skills
• Ability to build positive relationships at all levels, with a high level of competence in dealing with internal and external stakeholders
• Have a highly analytical and inquisitive mind and be able to use your initiative and self-motivation to solve challenging problems and interpret complex information
• Be highly proficient in the use of IT equipment and software systems, including a very good knowledge of MS Office
• Distinct ability to recognize client needs and to transfer these into an implementation process
• Willingness to travel (international assignments)
• Business fluent English and German skills both verbal and written