Share this Job
Apply now »

Frankfurt, DE, 60489

Date:  25-Mar-2023
Category:  Strategy Sales & Customer Management

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 

We look forward to hearing from you!

About the Global Data Centers division of NTT Ltd.
Global Data Centers is a division of NTT Ltd. Our global platform is one of the largest in the world. NTT is ranked as one of the top three leaders worldwide by IDC in their Colocation and Interconnection Services MarketScape, spanning more than 20 countries and regions including North America, Europe, Africa, India and APAC. 

As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier 1 global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our reliable, scalable and customizable data centers. 

Working for Global Data Centers EMEA
We are one of the leading and largest data center provider and for more than 20 years we have been supporting our clients from a wide variety of industries with our talented team of nearly 900 people (m/f/d). Today, we are designing and operating 18 data center locations across 160,000 sqm in Germany, Austria, Switzerland, in the Netherlands and in Great Britain and expanding into further markets. Our people come from a variety of industries and work together to find the best solution for every challenge. Due to the diversity of backgrounds our people (m/f/d) come from, the ability to work in teams and good communication skills are very important to us.

As a performance-oriented company, we value expert knowledge and people who want to shape the future. We are growing internationally and offer our people (m/f/d) the opportunity to work worldwide within the NTT Group if they are suitably qualified and interested.

No suitable job found?

Together we do great things

Apply now »