Location
Gilching | Germany
Job description
Our client is expanding globally and they are looking for a talented Service Manager to support our customer base in Germany. Based in their offices in Gilching, the Service Manager will take responsibility for the end-to-end customer experience. The Service Manager will act as a customer champion making sure they continually meet expectations and contractual obligations.
As a Service Manager, your responsibilities will include:
- Developing customer relationships based on trust, confidence and mutual respect.
- Maintaining a comprehensive understanding of the customer’s strategy, commercial drivers, market and challenges with particular focus on the development of a strategic partnership.
- Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams.
- Anticipate service management challenges and feed into the Consulting service issues/ideas for improvement.
- Ensure high levels of communication with customers are maintained at all times.
- Act as an escalation point to ensure customer issues are handled in a professional, timely and effective manner.
- Proactively work with sales to identify additional products/services that will enhance your customer experience.
- Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.
The successful candidate will demonstrate:
- Bachelors degree in a relevant subject.
- Good experience in a similar customer facing role in Service, Delivery or Client Relationship Management, typically of at least two years.
- Experience with the software development lifecycle, cloud platforms and/or the development of hardware and software.
- Excellent customer service and interpersonal skills.
- Proven experience in a technical field.
- Proven ability to manage and motivate others.
Desirable:
- Experience in project management or project delivery in the IT and Telecoms sector.
- Experience in conducting Service Review Meetings with customers and providers.
Job tags
Salary
