Customer Success Manager (mwd)

VusionGroup SA; Köln; Vor Ort; EUR 65.000 - 85.000; Vollzeit

Zusammenfassung

A tech solutions provider is seeking a Service Delivery Manager in Köln to manage IoT & SaaS services. The role includes monitoring service commitments, coordinating teams, and managing contracts. Candidates should have a degree in IT engineering, 3–5 years of experience, and proficiency in German and English. The work environment is fast-paced and international.

Qualifikationen

• 3–5 years experience in a Service Delivery Manager position in an international context.
• Knowledge and experience in the retail and IoT sector is appreciated.

Aufgaben

• Monitor compliance with service commitments and service contracts.
• Coordinate teams for quality service.
• Track service contract budget.
• Define SLAs/OLAs and their implementation.
• Lead customer steering committees.
• Develop and formulate action plans.
• Propose scope changes and quantify them.
• Participate in the implementation and renewal of contracts.

Kenntnisse

Teamwork

Customer relations

Dynamic

Pressure resistance

German (C1 level)

English proficiency

Ausbildung

Degree in IT engineering or equivalent

Jobbeschreibung

Overview

Within the Customer Success Management department you will be in charge of managing managed services around our IoT & SaaS solutions in conjunction with internal teams and customers in the retail sector.

Responsibilities

• Monitor compliance with service commitments and the means implemented on service contracts in conjunction with stakeholders.
• Coordinate teams to ensure quality service and achieve service contract commitments.
• Track service contract budget.
• Define the content and terms of implementation of services through the descriptions of SLAs / OLAs and their evolution as necessary in consultation with the contracts stakeholders.
• Lead customer steering committees.
• Ensure that events that may impact the service contract throughout its life cycle are taken into account.
• Develop progress plans and formulate associated action plans.
• Proactively propose changes to the scope of service, quantify them and argue them with the customer in collaboration with the KAM.
• Actively participate in the implementation and renewal of contracts related to the sales and pre‑sales departments in order to provide indicators and information to define the best strategy.

Qualifications

• With a degree in IT engineering or equivalent you have at least 3–5 years experience in a Service Delivery Manager position preferably in an international context.

Experience

• Knowledge and experience in the retail and IoT sector would be appreciated.

Skills

• You are dynamic, mobile and flexible, you have a taste for teamwork and like to convey a good working climate.
• An appetite for customer relations, resistance to pressure and stress are necessary assets to understand this position in the retail sector.
• German C1‑Level is mandatory.
• As our teams and clients are international mastery of written and oral English is an imperative (strong international context for the position).
• In a context of strong development of our activities in all Europe and Middle East regions Spanish, Italian or German speaking will also be appreciated.

Additional Information

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries joining us you’ll be part of a globally distributed team of intellectually curious, committed and collaborative co‑workers.

The work is fast‑paced, challenging and ambitious. Here you will feel valued for your contributions as we reinvent modern commerce together.

We feel supported. You will too.

VusionGroup is a place where people feel safe, happy and respected. We offer programs and benefits to support you in whatever comes next in your life including :

Remote Work

No

Employment Type

Full‑time

Key Skills

Children Activity, Customer Service, B2C, Ale, JavaScript, Asic

Department / Functional Area

Project Management

Vacancy: 1