Senior IT Customer Service Manager - Cloud & Enterprise Solutions (m/w/d)

Telekom; Wien; On-site; EUR 58,000 - 71,000; Full time

Benefits offered by this job

Flexible working hours

Food allowance

Sports activities

Employee events

Job summary

T-Systems Austria GesmbH, part of Deutsche Telekom, is seeking a Senior IT Customer Service Manager in Vienna to own the end-to-end customer journey for cloud and enterprise solutions. You will drive growth, governance, and long-term partnerships with key accounts.

The role requires deep IT service management expertise, strong negotiation skills, and the ability to work across sales, delivery and portfolio teams. Some travel to customer sites is expected.

Qualifications

• Minimum five years of experience in customer success, IT service management or account management.
• Experience in IT or cloud environments is preferred.
• Strong communication and stakeholder management skills.

Responsibilities

• Holistic customer journey management from onboarding to expansion.
• Governance: service reviews, business reviews and health checks.
• Develop contracts and drive economic growth through upselling and renewals.
• Manage risks and ensure contract-compliant service delivery.
• Collaborate with sales, service delivery and portfolio management.

Skills

Customer success

IT service management

Account management

Cloud environment

Education

Degree in IT or economics

Job description

Job ID: 563465374232364Senior IT Customer Service Manager - Cloud & Enterprise Solutions (m/w/d)ViennaProfessionalRegularT-Systems Austria GesmbHAbout us:In Austria, T-Systems, a subsidiary of Deutsche Telekom, offers its customers a broad portfolio for the strategic implementation of digital transformation. The basis for this is global reach for fixed network and mobile communications, highly secure data centers, a comprehensive cloud ecosystem of standardized platforms, worldwide partnerships and maximum security. T-Systems Austria employs around 570 people at five locations. At the T-Center on Rennweg in Vienna, the company operates a TwinCore data center that offers the highest possible level of security for company data while maintaining maximum energy efficiency.Senior IT Customer Service Manager (CSM) — managing customer relationships and responsible for sustainable growthIn the role of Senior IT Customer Service Manager (CSM), you assume corporate responsibility for your customer accounts along the entire customer journey. You develop existing customer relationships in a targeted manner, identify growth potential and manage the economic development of your accounts — including full P&L responsibility.You act as an equal partner — both internally and externally — and make a significant contribution to the sustainable economic success of your customer accounts and our company.TasksHolistic customer journey managementYou proactively analyze customer needs and further develop your accounts along all phases of the customer journey — from onboarding and transition to operation to optimization and expansion.You will take measures to increase customer satisfaction and customer loyalty and implement them sustainably.Customer Governance & Relationship ManagementYou build trusting relationships at all levels of decision-making, maintain and develop them continuously.You establish and manage structured governance formats such as service reviews, business reviews and health checks.You develop your customers into long-term partnerships.Contract development & economic developmentYou further develop existing contracts through active opportunity management.You identify, qualify and realize growth potential through upselling, cross-selling and renewals.You are responsible for the economic development of your accounts and manage them taking into account sales, margin and P&L goals.Performance and quality assuranceYou ensure contract-compliant service delivery in terms of quality, deadlines and customer satisfaction.You actively manage risks and opportunities for sustainable customer loyalty.interface managementYou work closely with sales, service delivery and portfolio management.You manage complex stakeholder structures and ensure the successful implementation of the customer strategy.ProfilQualification & experienceYou have a degree in IT or economics or have a comparable qualification.You have at least five years of professional experience in customer success, IT service management or account management.Ideally, you have experience in an IT or cloud environment.Technical expertiseYou have in-depth knowledge of contract management and IT service management, ideally in an outsourcing environment.You identify business potential in existing business and implement them successfully.Communication & personalityYou are convincing with a confident appearance and excellent moderation and negotiation skills.You build stable and trusting customer relationships.You are characterized by entrepreneurial thinking, personal initiative and a high focus on results.You work analytically, are resilient and prevail even in demanding situations.Additional requirementsYou have native language skills (C2) and very good English language skills.Regular personal customer appointments require mobility and the ability to reliably reach customer locations.For legal reasons, we refer to the minimum annual salary of €64,554 for full-time employment (38.5 hours) under the collective agreement. The final salary is of course based on your individual experience. We also offer you a wide range of various benefits, such as flexible working hours, food allowance, sports activities and various employee events.Ready to grow?If you would like to get started with us, we look forward to receiving your application — preferably directly online!Job BenefitsFinancialMinimum annual salary of €64,554 for full-time employment (38.5 hours) under the collective agreementFinal salary based on individual experienceWork-Life BalanceFlexible working hoursOffice PerksFood allowanceVarious employee eventsLifestyle & WellnessSports activities