Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Ensuring dependable and ongoing development and enhancement of managed services for clients.

• Serving as the primary liaison between clients and the IT-HAUS Solutions & Services organization.

• Overseeing agreed-upon services, service quality, and customer needs.

• Facilitating and documenting regular service evaluations.

• Analyzing relevant KPIs, service reports, and performance metrics to derive optimization strategies.

• Evaluating service quality, identifying discrepancies, and developing suitable action plans.

• Assisting in modifications to service scope and contractual agreements.

• Coordinating management-level escalations and ensuring transparency throughout the process.

• Preparing and delivering service reports to clients with actionable insights and recommendations.

⛳️ Requirements

• Proven experience in IT service management, Customer Success Management, or Account Management, preferably within a managed services context.

• Solid understanding of ITIL processes and service governance frameworks.

• Competence in analyzing, interpreting, and evaluating KPIs, service metrics, and reports.

• Basic knowledge of contracts, SLAs, statements of work, and commercial environments.

• Proficient in reporting and presentation formats.

• Excellent communication skills coupled with a strong customer and service orientation.

• Organized, self-directed work approach with the ability to maintain oversight in challenging situations.

• Strong management and coordination abilities.

• Capability to effectively align customer demands, organizational limitations, and business goals.

🏝️ Benefits

• Company fitness program.

• Company bike (JobRad) leasing.

• Health management initiatives.

• Company pension scheme.

• Leasing options for PC, laptop, and/or smartphone for you and your family.