Senior IT Customer Service Manager - Cloud & Enterprise Solutions

Magenta Telekom

Wien, Austria

4 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Compensation

€64,554.0

Working hours

Regular working hours

Languages

English

Job source

devjobs.at

Tech stack

Cloud Computing Customer Data Management

Job description

In the role of Senior IT Customer Service Manager (CSM), you assume corporate responsibility for your customer accounts along the entire customer journey.
You develop existing customer relationships in a targeted manner, identify growth potential and manage the economic development of your accounts - including full P&L responsibility.
You act as an equal partner - both internally and externally - and make a significant contribution to the sustainable economic success of your customer accounts and our company.
You proactively analyze customer needs and further develop your accounts along all phases of the customer journey - from onboarding and transition to operation to optimization and expansion.
You will take measures to increase customer satisfaction and customer loyalty and implement them sustainably.
You build trusting relationships at all levels of decision-making, maintain and develop them continuously.
You establish and manage structured governance formats such as service reviews, business reviews and health checks.
You develop your customers into long-term partnerships.
You further develop existing contracts through active opportunity management.
You identify, qualify and realize growth potential through upselling, cross-selling and renewals.
You are responsible for the economic development of your accounts and manage them taking into account sales, margin and P&L goals.
You ensure contract-compliant service delivery in terms of quality, deadlines and customer satisfaction.
You actively manage risks and opportunities for sustainable customer loyalty.
You work closely with sales, service delivery and portfolio management.
You manage complex stakeholder structures and ensure the successful implementation of the customer strategy.

Requirements

You have a degree in IT or economics or have a comparable qualification., * You have in-depth knowledge of contract management and IT service management, ideally in an outsourcing environment.
You identify business potential in existing business and implement them successfully.
You are convincing with a confident appearance and excellent moderation and negotiation skills.
You build stable and trusting customer relationships.
You are characterized by entrepreneurial thinking, personal initiative and a high focus on results.
You work analytically, are resilient and prevail even in demanding situations.
You have native language skills (C2) and very good English language skills.
Regular personal customer appointments require mobility and the ability to reliably reach customer locations., * You have at least five years of professional experience in customer success, IT service management or account management.
Ideally, you have experience in an IT or cloud environment.

Benefits & conditions

For legal reasons, we refer to the minimum annual salary of €64,554 for full-time employment (38.5 hours) under the collective agreement.
The final salary is of course based on your individual experience.
We also offer you a wide range of various benefits, such as flexible working hours, food allowance, sports activities and various employee events.