Customer Success Manager

About T-Systems:

With around 28,000 employees worldwide and annual revenues of EUR 4.0 billion (2021), T-Systems is one of the leading providers of digital services. The Deutsche Telekom subsidiary is headquartered in Germany and has a presence in Europe as well as in selected core markets and strategic production locations. T-Systems can provide a global production and supply chain to companies operating worldwide.

T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries and the public sector. Focus industries include automotive, manufacturing, logistics and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors.

About the Job:

We’re looking for an organized and proactive Customer Success Manager. The perfect candidate should have great administration skills, is financially literate and has a passion for making sure our clients services are delivered according to the contractual SLA’s. This role helps our customers reach their goals and keeps our relationships strong.

Core Responsibilities:

• Serve as the main point of contact for assigned customers, ensuring satisfaction, service delivery, and customer retention.
• Track customer service health metrics and develop plans to address any risks or issues.
• Maintain detailed and accurate meeting records of client interactions, feedback, and account status.
• Work with the Account Director and customers’ main stakeholders to identify opportunities for upselling and cross-selling services that align with the business roadmap.
• Gather and share customer insights with product, sales, and marketing teams to enhance service offerings.
• Coordinate external suppliers (subcontractors)
• Project management of small to medium customer deliverables
• Providing the agreed invoicing data
• Tracking invoice payment
• Attend regular financial forecast meetings with internal stakeholders.
• Facilitate onboarding and training for new internal team members to ensure successful delivery of customer services.
• Assist the Operations Director coordinate internal resources to resolve customer issues in a timely manner.

Requirements

• Bachelor’s Degree in IT, Business, Or related field.
• Min 5-8 years of experience in IT services delivery or consulting.
• Proven experience in customer success, account management, or a related field.
• Strong organizational and time management skills with attention to detail.
• Excellent communication and interpersonal skills.
• Financial literacy with the ability to interpret and present data effectively.
• High level of proficiency in administrative tasks. E.g. Work, Excel, PowerPoint.
• Problem-solving mindset with a customer-first approach.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge in IT infrastructure (Server, Cloud, Network, Cybersecurity) is a plus.

About T-Systems:

With around 28,000 employees worldwide and annual revenues of EUR 4.0 billion (2021), T-Systems is one of the leading providers of digital services. The Deutsche Telekom subsidiary is headquartered in Germany and has a presence in Europe as well as in selected core markets and strategic production locations. T-Systems can provide a global production and supply chain to companies operating worldwide.

T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries and the public sector. Focus industries include automotive, manufacturing, logistics and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors.

About the Job:

We’re looking for an organized and proactive Customer Success Manager. The perfect candidate should have great administration skills, is financially literate and has a passion for making sure our clients services are delivered according to the contractual SLA’s. This role helps our customers reach their goals and keeps our relationships strong.

Core Responsibilities:

• Serve as the main point of contact for assigned customers, ensuring satisfaction, service delivery, and customer retention.
• Track customer service health metrics and develop plans to address any risks or issues.
• Maintain detailed and accurate meeting records of client interactions, feedback, and account status.
• Work with the Account Director and customers’ main stakeholders to identify opportunities for upselling and cross-selling services that align with the business roadmap.
• Gather and share customer insights with product, sales, and marketing teams to enhance service offerings.
• Coordinate external suppliers (subcontractors)
• Project management of small to medium customer deliverables
• Providing the agreed invoicing data
• Tracking invoice payment
• Attend regular financial forecast meetings with internal stakeholders.
• Facilitate onboarding and training for new internal team members to ensure successful delivery of customer services.
• Assist the Operations Director coordinate internal resources to resolve customer issues in a timely manner.

Requirements

• Bachelor’s Degree in IT, Business, Or related field.
• Min 5-8 years of experience in IT services delivery or consulting.
• Proven experience in customer success, account management, or a related field.
• Strong organizational and time management skills with attention to detail.
• Excellent communication and interpersonal skills.
• Financial literacy with the ability to interpret and present data effectively.
• High level of proficiency in administrative tasks. E.g. Work, Excel, PowerPoint.
• Problem-solving mindset with a customer-first approach.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge in IT infrastructure (Server, Cloud, Network, Cybersecurity) is a plus.