Customer Success Manager

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Language Skills (Essential): German and English

About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications — anywhere in the world. We serve thousands of organizations, bringing together the right people, partners, and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges.

Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize, and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where, and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice, and other connectivity options, complemented by a suite of professional services and support teams worldwide. We partner with our customers to deliver Greater Technology Together.

Role Summary:

The Customer Success organization aims to establish and maintain strong customer relationships, acting as the voice of the customer, supporting them in realizing the value of their investment, and securing retention and growth for GTT. The Customer Success Manager builds a deep understanding of customer priorities, ensuring they receive expected value. You will develop lasting relationships, support successful launches, identify new use cases, and provide ongoing strategic support to increase satisfaction, maximize the GTT experience, and drive revenue retention and growth.

You will support valued and strategic customers, ensuring they achieve business value at every lifecycle stage. Working as part of the account team, you will ensure effective communication and partnership, guiding customers through their journey, advocating for their needs, and building loyalty and trust. You will also develop strategies for renewal and growth, collaborating with sales, support, services, and product teams.

Job Scope:

The Customer Success Manager interacts daily with Account Management, Sales Operations, and Service Delivery, managing large or strategic accounts.

Duties and Responsibilities:

• Establish relationships with peers and customers through effective communication.
• Engage proactively with customers throughout their lifecycle.
• Serve as the single point of contact for issue resolution, coordinating cross-departmental resources.
• Provide onboarding for new clients, including portal introduction, process overview, and invoice review.
• Handle customer issues and escalations promptly to avoid further management involvement.
• Support billing dispute resolution to facilitate collections.
• Calculate ETL waivers and prevent suspensions.
• Identify upsell opportunities for GTT products and services.
• Develop understanding of customer priorities and challenges, promoting shared success.
• Conduct quality activities like QBRs, health checks, and account planning.
• Assist in strategic business reviews with account executives.
• Partner with Operations, Delivery, and Finance to ensure status updates and issue resolution.
• Identify process improvements to enhance customer satisfaction.
• Support data maintenance for accurate retention and renewal processes.
• Assist in strategic account planning for expansion and retention.
• Collaborate with sales to grow revenue through upselling.
• Monitor contract renewal dates and develop renewal strategies.
• Forecast renewal opportunities and churn risks accurately.
• Become proficient with all relevant GTT systems and processes.
• Make decisions as a critical thinker.
• Work effectively under pressure.
• Exhibit strong organizational, influencing, negotiation, and planning skills.
• Communicate effectively in English, both written and verbal.
• Deliver high-quality customer service with commercial awareness.
• Experience in contract negotiation and supplier management.
• Possess systems and IT literacy; ITIL Foundation certification is a plus.
• Willing to travel within Europe or further as needed.
• Inspire collaboration and drive change with momentum.
• Navigate ambiguity and adapt in a changing environment.
• Communicate and influence effectively where necessary.

Hours/Travel/Shift:

• Office hours
• Hybrid work model

Core Competencies:

• Accuracy and Attention to Detail
• Effective Communication
• Flexibility and Adaptability
• Initiative
• Managing Multiple Priorities
• Teamwork
• Cross-Team Integration
• Client Relationship Management
• Continuous Improvement
• Customer First (Customer Facing)
• Operational Excellence

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