Customer Success Manager Managed Services (m/w/d)
Core
Central interface between customers and IT delivery teams to ensure reliable Managed Services, drive continuous improvement, and maximize customer value.
Role type
Senior Customer Success Manager (Managed Services)
Builds
Managed Services delivery and customer success outcomes (via careerplan.io/jobs/2721526-customer-success-manager-managed-services-mwd-at-it-haus-gmbh)
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
IT Service Management, Customer Success Management, Account Management, ITIL processes, Service Governance, KPI analysis, SLA management, Contract management, Reporting, Presentation, Escalation management, Stakeholder coordination
Preferred skills
Experience in Managed-Services environment, Understanding of commercial relationships, Ability to connect customer needs with organizational and economic goals
Responsibilities
Coordinate collaboration between customers and delivery units, Plan and moderate regular Service Reviews, Analyze KPIs and service reports to derive optimization measures, Evaluate service quality and identify deviations, Prepare and present service reportings to customers, Lead escalation management on a management level, Support the evolution of agreed services and contract scope adjustments
