Client Success Manager (m/f/d)

As our Client Success Manager (m/f/d), you'll be the primary contact for commercial and contractual topics, including responsibility for contract renewals, cross/up-selling, as well as general service and escalation management.

Additionally, you'll assists with developing best practice for continual service improvement of our existing toolsets and processes used when interfacing with clients and internal/external stakeholders.

The role will be based in Frankfurt, is a full time maternity cover and hybrid.

What you will do

• Develop and maintain positive client relationships to ensure overall client success and satisfaction, and mitigate churn, by acting as a liaison between clients and other internal/external stakeholders
• Responsibility for developing the contract renewal strategy prior to the contract end date and, in collaboration with the account team, lead and drive the renewal process
• Functional responsibility for the assigned accounts within a region or a specific location (Data Center in the Frankfurt area)
• Establish a support and communication structure with your client and internal/external stakeholders
• Coordination of new client on-boarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities)
• Support and development of existing client relationships, including completion or contribution of Account Development Plans (plus other associated materials as required)
• Assisting with the acquisition of new business via development of cross-selling and up-selling opportunities and acting/participating as a core member of the overall account team
• Implementation of processes (and process-improvements) to satisfy the in-life support requirements of both existing and new clients
• Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold to the assigned client base
• Establishment of a professional service interface with other NTT GDC internal departments, including specialist technical departments
• Preparation and implementation of weekly/monthly/quarterly/bi-annual client service meetings, client audits, client satisfaction surveys as well as tracking of Voice of the client, workload, service issues and complaints (including being the first point of contact for complaints and escalations)

What we are looking for

• Several years of experience within the Sales, Business Relationship Management, Service Management or Client (Customer) Success Management area for a technical services company, such as a data center services provider, telecommunications and/or internet services provider or another similar technical organisation
• Excellent numerical, literacy, and written skills. You are able to communicate effectively and build relationships at all levels
• Be able to interpret often complex and technically detailed contracts. It would be desirable if you have completed technical/higher studies
• Have the ability to handle confidential matters with discretion and professionalism acting with integrity at all times
• Have an analytical and inquisitive nature and be able to use your initiative and self-motivation to solve challenging problems
• Business fluent language skills in English and German are mandatory
• Excellent organisational and project management skills with the ability to prioritise workload without supervision
• Distinct ability to recognize client needs and to transfer these into an implementation process
• Analytical and inquisitive nature and be able to use initiative and self-motivation to solve challenges