Customer Success Manager (m/w/d)
NorthC Deutschland GmbH
- Location
- Hybrid (Frankfurt am Main, Hessen · Nürnberg, Bayern)
- Employment
- Full-time
- Level
- Senior Level
Posted 1 week ago
About the role
NorthC is a data center operator aiming for climate neutrality by 2030. The Customer Success Manager role focuses on building strong customer relationships, managing contracts and SLAs, and driving service improvement and revenue growth.
Skills
Customer success management
Relationship management
Contract management
Service level agreements
Financial knowledge
Credit control
Turnover monitoring
IT knowledge
Cloud computing
Data centers
Communication skills
Analytical thinking
Problem-solving
Consultative sales
Stakeholder engagement
Strategic planning
Benefits
- Company pension scheme
Perks
- Hybrid Work
- Job bike program
- Free refreshments
Full job details
Your mission
Customer Development & Relationship Management
- Build and maintain strong relationships with customers, from onboarding to strategic and contractual discussions with key decision-makers.
- Participate in quarterly business reviews, monitor market and customer developments, and translate business needs into service improvements.
- Align customer expectations with internal teams and sales, balancing different interests to ensure long-term customer satisfaction.
- Develop annual account plans and budgets focused on customer objectives, satisfaction, contract performance, and revenue growth.
- Define, prepare, and manage Service Level Agreements (SLAs), evaluate existing contracts, and propose improvements.
- Coordinate service delivery requirements, customer consultation structures, invoicing, and customer documentation.
- Monitor service delivery against agreed costs, quality standards, SLAs, and customer satisfaction targets.
- Coordinate internal teams and suppliers, manage escalations and complaints, and ensure timely communication and resolution.
- Analyze service performance, support audits, and drive continuous improvement to prevent issues and enhance service quality.
- Identify opportunities to expand services and collaborate with sales teams to follow up on leads, quotations, and orders.
- Analyze service reports and KPIs, provide management insights, and advise on service quality and performance.
- Work with finance and customers to resolve billing disputes and support effective decision-making.
Your profile
- Bachelor’s or university degree or equivalent working and thinking level
- Several years of customer success management experience
- Experience in managing/coordinating teams
- Financial knowledge of credit control and turnover monitoring
- Knowledge of IT, cloud and data centers
- Excellent communication skills in both German and English.
- Strong attention to detail, analytical thinking, and problem-solving skills.
- Customer-oriented, commercially minded, and confident in advising and negotiating with customers.
- Strong relationship management and stakeholder engagement skills.
- Proactive, performance-driven team player with an innovative mindset and a passion for continuous improvement.
- Ability to translate strategy into action and drive results.
Why us?
- Berufliche Perspektive am Puls der Digitalisierun
- Flache Hierarchien und Du!-Kultur über die gesamte NorthC Gruppe
- Ein hybrider und flexibler Arbeitsplatz – arbeite im Office oder von zu Hause
- Top Sozialleistungen wie einer Betrieblichen Altersvorsorge
- Regelmäßige Mitarbeiterevents zur Stärkung und Förderung der Unternehmenskultur und der Mitarbeiterwertschätzung
- Kostenlose Zwischenverpflegung (Wasser, Kaffee, Tee, Obst)
- Möglichkeit der Nutzung eines Jobrades
- Mitgestaltung von Prozessen und Innovationen