Client Success Manager (m/f/d)

As the key commercial contact for assigned Enterprise clients, our Client Success Manager (m/f/d), will hold overall responsibility and accountability for those client accounts throughout their entire lifecycle with our company, developing trusted and long lasting relationships across multiple contact touch points.

The role will be based in Vienna, is full time 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
• 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
• Be able to interpret often complex and technically detailed contracts (It would be desirable if you have completed technical/higher studies)
• 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
• Be highly proficient with the use of IT equipment and software systems, including a very good knowledge of MS Office