Client Success Manager (m/f/d)

As our Client Success Manager (m/f/d) , you’ll be the primary contact for commercial and contractual topics, including responsibility for contract renewals, cross/up-selling, as well as general service and escalation management.

Additionally, you’ll assist with developing best practices for continual service improvement of our existing toolsets and processes used when interfacing with clients and internal/external stakeholders.

The role will be based in Frankfurt, is a full-time maternity cover, and hybrid.

What you will do

1. Develop and maintain positive client relationships to ensure overall client success and satisfaction, mitigating churn, by acting as a liaison between clients and other internal/external stakeholders.
2. Responsibility for developing the contract renewal strategy prior to the contract end date and, in collaboration with the account team, lead and drive the renewal process.
3. Functional responsibility for the assigned accounts within a region or a specific location (Data Center in the Frankfurt area).
4. Establish a support and communication structure with your client and internal/external stakeholders.
5. Coordination of new client onboarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities).
6. Support and development of existing client relationships, including completion or contribution of Account Development Plans (plus other associated materials as required).
7. Assisting with the acquisition of new business via development of cross-selling and up-selling opportunities and acting/participating as a core member of the overall account team.
8. Implementation of processes (and process improvements) to satisfy the in-life support requirements of both existing and new clients.
9. Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold to the assigned client base.
10. Establishment of a professional service interface with other NTT GDC internal departments, including specialist technical departments.
11. Preparation and implementation of weekly/monthly/quarterly/bi-annual client service meetings, client audits, client satisfaction surveys, as well as tracking of Voice of the client, workload, service issues, and complaints (including being the first point of contact for complaints and escalations).

What we are looking for

1. Several years of experience within the Sales, Business Relationship Management, Service Management, or Client (Customer) Success Management area for a technical services company, such as a data center services provider, telecommunications and/or internet services provider, or another similar technical organization.
2. Excellent numerical, literacy, and written skills. You are able to communicate effectively and build relationships at all levels.
3. Ability to interpret often complex and technically detailed contracts. It would be desirable if you have completed technical/higher studies.
4. Ability to handle confidential matters with discretion and professionalism, acting with integrity at all times.
5. Analytical and inquisitive nature with the ability to use initiative and self-motivation to solve challenging problems.
6. Business fluent language skills in English and German are mandatory.
7. Excellent organizational and project management skills with the ability to prioritize workload without supervision.
8. Distinct ability to recognize client needs and to transfer these into an implementation process.
9. Analytical and inquisitive nature with the ability to use initiative and self-motivation to solve challenges.

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