• Responsible for specified customers as the service owner and customer advocate, acting as their ‘voice’, providing in-life feedback, guidance and direction across the company to ensure customer intimacy and alignment to business objectives and customer satisfaction measures
• Establishing relationships with customer, educating them on the company’s services and processes, set expectations, identify business goals and objectives
• Customer engagement: responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
• Work closely with Customer Success Senior Leadership in understanding the growth strategy to help foster a collaborative and solutions oriented team culture. Has a strong blend of analytical decision-making and creative problem-solving skills. Has the ability to attain an in-depth knowledge of customer environments, including their systems and applications locally and globally
• Contributes to the setting of the vision and direction for the service and delivery strategy for the accounts, outlining key service priorities.
• Accountable for performance against contractual SLAs for in-life services, improving service provided, and reducing penalties and service credits
• Maintain excellent high-level “peer” relationship with internal and external stakeholders
• Home office is available in this role depending on further agreement

What you need to have:

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Taking the responsibility and taking care of the consequences of making a decision
• Using all data and information available to analyse and understand a situation, with the aim of supporting decisions is an advantage
• Proven experience in delivering effective and engaging presentations to a variety of audiences
• Ability to find root causes of problems and to focus on their quick and efficient solution
• ITIL 4 Certified is an advantage
• 7+ years of relevant experience working with customer facing role

Professional skills:

• Deep understanding of Service Management best practices is an advantage
• Desirable telecom /managed services knowledge
• Desirable experience with project management methodology and techniques is an advantage

Language skills:

• English on a fluent level
• French on a fluent level is an advantage
• German on a fluent level is an advantage
• Any European language on a level is an advantage

What we offer:

• Using & improving your language knowledge
• Multinational and modern environment
• Competitive compensation package
• Good possibilities to grow within the company
• Personalized training opportunities