Bilingual CSM – Transport Connectivity (EU Travel)

ECW Search Ltd.; England; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Company Bonus Scheme

Regular European Travel

Job summary

ECW Search Ltd. is seeking a bilingual Customer Success Manager to own service delivery and account management across transport connectivity solutions for key UK and European customers.

You will lead service performance against SLAs and KPIs, coordinate onboarding, and drive continual service improvement with suppliers and internal teams to ensure high customer satisfaction and growth.

Fluent German and English are required, with regular European travel; ITIL experience is valued.

Qualifications

• Experience in Service Delivery Management or Customer Success with ITIL practice.
• Proven track record of managing customer-facing services against SLAs and KPIs.
• Strong stakeholder and supplier management with commercial awareness.
• Experience using ITSM platforms.
• Fluency in German and English, both written and spoken.
• Experience in transport, rail, connectivity or technology sectors is a plus.

Responsibilities

• Own service performance against SLAs and KPIs, leading regular customer and supplier reviews.
• Act as the escalation point for major incidents and drive ITIL best practice across Incident, Problem, Change and Service Level Management.
• Lead onboarding, continual service improvement and the transition of new projects into live support.
• Manage tiered support teams to ensure consistently high-quality service.
• Drive customer satisfaction, retention and growth, including change requests, quotations, renewals and bid responses.
• Oversee supplier relationships, governance meetings and commercial activity alongside Finance.

Skills

ITIL practices

Service Delivery

Customer Success

ITSM platforms

Stakeholder management

German language

English language

Job description

ECW Search Ltd. is seeking a bilingual Customer Success Manager to own service delivery and account management across transport connectivity solutions for key UK and European customers.

You will lead service performance against SLAs and KPIs, coordinate onboarding, and drive continual service improvement with suppliers and internal teams to ensure high customer satisfaction and growth.

Fluent German and English are required, with regular European travel; ITIL experience is valued.