Customer Service Manager - Managed Services
YOUR IMPACT
Your focus is on delivering white glove application run service that meets SLA and ensures excellent customer experience considering budgetary frame.
Your daily activities include management of customer relationships from a services delivery perspective at multiple, assigned customers.
Leveraging your experience, you help developing new services as well as the respective go to market assets. You can work from remote in this role, however, you have to be based in Germany already.
WHAT THE ROLE OFFERS
- As Customer Service Manager - Managed Services you will be responsible for growing client relations regarding services around the management of OpenText applications at our enterprise customers
- Discussing the strategy and negotiating the scope of services with prospects and ensuring that the scope meets the customer requirements as well as our business goals
- Owning the end-to-end delivery of services, ensuring customer satisfaction and service quality and acting as a primary point of escalations
- Monitoring and analyzing service performance metrices to identify areas of improvement and leveraging technology best practices to enhance our service offerings
- Motivating, developing and mentoring other service delivery staff
WHAT YOU NEED TO SUCCEED
- University degree in a technical or business discipline, or equivalent
- Proven service management skills, including leading and managing delivery teams, ideally within a consulting environment, as well as managing budgets
- Expertise in service delivery frameworks (e.g. ITIL, Lean, Six Sigma)
- Several years of professional experience in a similar role, negotiating contract scope and price as well as writing proposals
- Strong customer focus and the ability to operate at a senior management level
- Relevant certification (e.g. ITIL, PMP)
- Very good communication and presentation skills in German and English
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