Are you driven by the pursuit of exceptional client experiences within the dynamic field of IT? Take the next step in your career by joining our team, where you'll have the opportunity to showcase your expertise and innovation in a role dedicated to exceeding client expectations.
In the role of Customer Success Manager, you'll have the opportunity to broaden your expertise through diverse IT projects and tasks, allowing you to continuously innovate and bring fresh perspectives to the table. You'll never be stuck in a rut – instead, you'll have the chance to broaden your horizons and expand your skill set with each new endeavour.
Join an amazing team of strong-performing thinkers and skilled professionals, collaborating with colleagues based in Barcelona and Switzerland.
How your day will look like 💡
- Provide second-level support for incident or change requests from start to finish, working across the customer base.
- You will manage our customers and ensure customer satisfaction, especially for those not directly involved in an ongoing Project.
- You will be in constant communication with our customers and strengthen the relationship with them through regular service meetings.
- Monitor and report SLA performance, ensuring agreed service levels are met and identifying improvement opportunities.
- Handle escalations and coordinate corrective actions when needed.
- Create and optimise service offers in collaboration with Sales and Delivery teams.
- Continuously improve and develop our service offering to align with market trends and customer needs to provide a high quality service.
- Identify cross- and upselling opportunities within existing customer relationships.
- Maintain service documentation and reporting to ensure transparency and traceability.
- You will manage contracts and set up new service contracts with new customers as well as ongoing contract management.
Your profile 🤹
- Minimum 2+ years of experience in IT projects as a Technical/Functional Consultant, Customer Success Manager, or similar role.
- Excellent organisational and communication skills and experience in working with and managing clients.
- Business mindset and ability to see opportunities for upselling and project development.
- Enjoys connecting the dots between client needs and company needs ensuring the best outcome for both.
- Experience in conducting service meetings and working with SLAs.
- Experience in creating commercial service offers and working with pricing or contract frameworks.
- Motivated and passionate about client interactions and problem-solving.
- German native speaker and fluent in English.
- Familiarity with ServiceNow (Incident, Problem, Change, and Reporting modules) is an advantage.
- Familiarity with Microsoft technologies (M365, Azure etc) and/or an ITIL certification is a plus.
If your experience looks a little different from what we’ve identified and you think you can add value to our crew, we’d love to learn more about you.
What we offer 🚀
- Permanent contract plus interesting fringe benefits.
- Being based in Barcelona or nearby, you have the flexibility to work in a hybrid model according to your needs, or fully remote if you're based in another city in Spain.
- Structured career development plan based on your professional goals.
- Yearly training budget, Microsoft Certifications, and free language classes
- Choose your hardware.
- One additional week of vacation for Corporate Social Responsibility.
- Annual team event in Switzerland.
- A dynamic environment and a unique team spirit!
How to find out if this is the next step of your career:
1. Apply 📩.
2. Discovery call with HR 🧐.
3. Interview - video call with Team Lead and HR 🤝.
4. Final assessment 👩💻.
🧡 Our commitment: to give you feedback on each step, both in positive and negative cases.
🕔 Estimated time: 4 weeks.
