uSCALE Customer Success Manager (f/m/d)

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Transform your world with us!

Fujitsu is a global partner for digital transformation and has set itself the goal of making the world more sustainable and promoting trust in society through innovation. With around 124,000 employees, Fujitsu supports its customers in over 100 countries in solving some of humanity\’s greatest challenges. The service and solution portfolio for sustainable transformation is based on five key technologies: Computing, Networks, AI, Data & Security and Converging Technologies.

Job Description

Transform your world with us!

Fujitsu is a global partner for digital transformation and has set itself the goal of making the world more sustainable and promoting trust in society through innovation. With around 124,000 employees, Fujitsu supports its customers in over 100 countries in solving some of humanity\’s greatest challenges. The service and solution portfolio for sustainable transformation is based on five key technologies: Computing, Networks, AI, Data & Security and Converging Technologies.

We offer an appreciative and flexible working environment that promotes work-life balance and actively supports individual career development. Diversity, equal opportunities and inclusion are core values of our corporate culture. Together, we have the future in mind – and for this we need people with vision.

Apply now as Sales Planning & Performance Manager (f/m/d) for one of our locations, throughout Germany

Legal Entity: Fujitsu Technology Solutions GmbH

We would like to fill the position as soon as possible.

As a Customer Success Manager at Fujitsu, you will be the champion of our customers\‘ experience and the driving force behind their success. You will be responsible for managing the entire customer journey, from onboarding to ongoing support and growth. You will build strong relationships with our customers, understand their business needs, and ensure they are maximizing the value of our services. You will be a key liaison between the customer and our internal teams, advocating for their needs and ensuring their satisfaction. This role requires a proactive, customer-centric individual with a strong understanding of service management principles and a passion for driving customer growth.

Responsibilities

• Customer Onboarding & Lifecycle Management: Oversee seamless onboarding, manage the entire customer lifecycle (onboarding to offboarding), build strong customer relationships, conduct service reviews, and proactively address concerns to ensure customer success.
• Contractual Delivery & Compliance: Take ownership upon contract signature, manage SOWs and CCNs, ensure legal and commercial compliance, and guarantee service delivery as agreed.
• Customer Relationship Management: Serve as the primary customer contact, facilitate service reviews, communicate performance, identify growth opportunities, monitor satisfaction, collaborate on forecasting, track XLA compliance, and engage in continuous service improvement.
• Financial Management: Ensure accurate invoicing, track revenue, manage the uCSP, and proactively address payment issues.
• Capacity Management & Support: Manage and monitor capacity, match resources to demand, forecast needs, ensure effective reporting, and maintain the Capacity Plan.
• Other Responsibilities: Asset management, coordinate audits, manage kit removal/recycling, promote sustainability, and manage customer offboarding.

Qualifications

• Minimum 4 years of experience within Service Desk / Service Management Services.
• Experience as a Service Delivery Manager (Customer facing preferred).
• Completed Shinpo pathway of Service Delivery Manager (for Internal candidates).
• Proven experience in customer-facing roles and maintaining strong customer relationships.
• Experience setting up a new delivery organization and implementing end-to-end service processes is a plus.
• Demonstrated ability to foster trusted relationships with customers and find pragmatic solutions.
• Ability to manage service risks, costs, and improve productivity.
• Ownership of continuous Service Delivery standards and practices improvement.
• Experience with effective capacity forecasting and management.
• Strong ITIL knowledge (Incident, Major Incident, Request Fulfillment, Service Asset and Configuration Management).
• Excellent reporting skills.
• Exceptional cooperation and communication skills.
• Proficient in English and German

Out Of Scope

• Technical Advisory
• Sales execution
• Translation Services

Interested?

The job sounds exciting, but you\’re not sure if you meet all the requirements? Don\’t hesitate to apply. In addition to your skills, your personality and your potential count for us. We look forward to receiving your application, stating the earliest possible starting date and salary expectations. level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Information Services, IT Services and IT Consulting, and Software Development

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