Customer Success Manager

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IT-HAUS GmbH

WebsiteLinkedInAll Job Openings

201 - 500 employees

IT-HAUS GmbH is a provider of national and international IT-solutions in the fields of IT Managed Print Services, Infrastructure, Enterprise Client/Mobility, Software & Collaboration Solutions, Conference Service and

📋 Description

• Ensuring reliable and continuous development and improvement of managed services for customers • Acting as the central point of contact between customers and the IT-HAUS Solutions & Services organization • Monitoring agreed services, service quality and customer requirements • Facilitating and documenting regular service reviews • Analyzing relevant KPIs, service reports and performance metrics and deriving optimization measures • Assessing service quality, identifying deviations and developing appropriate courses of action • Supporting adjustments to the scope of services and contractual arrangements • Coordinating management-level escalations and ensuring transparency • Preparing and presenting service reporting to customers with actionable recommendations

🎯 Requirements

• Experience in IT service management, Customer Success Management or Account Management, ideally in a managed services environment • Good understanding of ITIL processes and service governance structures • Ability to analyze, interpret and evaluate KPIs, service metrics and reports • Basic understanding of contracts, SLAs, statements of work and commercial contexts • Proficient with reporting and presentation formats • Strong communication skills and a high level of customer- and service-orientation • Structured, self-directed working style and the ability to maintain oversight even in demanding situations • Strong coordination and management skills • Ability to successfully align customer requirements, organizational constraints and business objectives

🏖️ Benefits

• Company fitness program • Company bike (JobRad) leasing • Health management programs • Company pension plan • Leasing options for PC, laptop and/or smartphone for you and your family