Head of customer service Jobs in Fernwald

Position Title : Customer Success Manager

Location : Hybrid -Dusseldorf, Frankfurt, Munich, Geneva or Zurich

Language Skills (Essential) : German and English

About GTT :

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications — anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges.

Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together . .

Role Summary :

The mission of the Customer Success organization is to establish and maintain strong customer relationships, acting as the voice of the customer and supporting them in realizing the value of their investment while securing retention and growth for GTT. The role of the Customer Success Manager is to build a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth.

As a Customer Success Manager, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to assure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. As services come up for renewal, you’ll be a key team member developing and implementing the strategy to assure retention.

You will have excellent working relationships with other representatives of GTT who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within GTT, ensuring your customers can see value each day across the products and services they use.

Job Scope :

The Customer Success Manager will be interacting daily with Account Management, Sales Operations & Service Delivery. The successful applicant will have a proven track record with managing large or strategic account customer base.

Duties and Responsibilities :

• Be a pillar of effective communication establishing relationships with peers and customers.
• Proactive engaged with customers throughout their lifecycle as a GTT customer.
• Serve as the single point of contact, ensuring satisfactory resolution of issues including coordination of cross-departmental GTT resources (e.g., Service Assurance, Service Delivery) for the customer, helping to direct issues to the appropriate internal teams.
• Provide new client onboarding, with an introduction to customer portal, key processes and first invoice review.
• Highly engaged in customer issue resolution and handling escalations in real time with appropriate team to avoid further management involvement.
• Supportive in Billing Dispute management allowing successful collections.
• Calculate ETL waiver and prevention of suspensions
• Understanding if customers have additional upsell opportunities in regards to GTT products and services.
• Develop understanding of customer priorities and challenges, helping them see shared success.
• Focus on quality of execution; QBRs, Health checks, Account planning and at-risk customer strategies.
• Support Account executive in developing and executing a strategic business reviews to share progress, metrics, wins and recommendations for the future (products and services) (QBR)
• Partner with Operations, Delivery and Finance to assure status updates are provided to the customer and issues are resolved
• Identify and support process improvements to reduce administrative work and improve customer satisfaction across the organization.
• Support data maintenance projects allowing accurate retention and renewals.
• Strategic account planning – support Account executive on account expansion and retention plan including clear objectives, requirements and actions that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with GTT.
• Partner with sales leadership to grow revenue via upsells while providing an ideal customer experience.
• Contract Renewal. Monitor assigned base of accounts for contract expiration dates and work with account team to develop and execute renewal strategy.
• Accurately forecast renewal opportunities and churn events.
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer

Essential Attributes :

Desirable Attributes :

Hours / Travel / Shift :

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