Customer Success Manager

Responsibilities

• Service Delivery Own service delivery across assigned customer accounts.
• Monitor and manage SLAs, KPIs and service performance.
• Lead customer and supplier service reviews and regular operations meetings.
• Act as the escalation point for major incidents and service issues.
• Drive ITIL best practices across Incident, Problem, Change and Service Level Management.
• Lead continual service improvement initiatives.
• Ensure successful transition of projects into live operational support.
• Manage our tiered support teams to ensure best practice and high-quality service output.
• Customer Success & Account Management Lead customer onboarding and adoption activities.
• Ensure delivery of agreed customer outcomes and success metrics.
• Drive customer satisfaction, retention and account growth.
• Manage change requests and generate commercial quotations where necessary.
• Support in reviewing and responding to requirements for new bids, renewals and contract extensions.
• Supplier & Commercial Management Manage supplier and partner relationships where required to support service delivery.
• Conduct supplier performance reviews and service governance meetings.
• Support contract management and standard commercial activities.
• Work with Finance to support invoicing and timely customer payments.

Preferred

• Experience within transportation, rail, connectivity or technology sectors.

Skills

& Experience Essential Experience in Service Delivery Management, Customer Success or IT Service Management. Strong understanding and experience in practical application of ITIL principles. Experience managing customer-facing services against SLAs and KPIs. Strong customer, stakeholder and supplier management skills. Commercial awareness and experience. Experience with ITSM platforms. ITIL Foundation certification or higher. Excellent communication, organisational and problem-solving skills. Fluent in English and German , both written and spoken.

Skills

& Experience Germany (Munich) or UK (Woking). Travel to Frankfurt expected ~monthly.