IT Service & Customer Success Manager – Cloud Projects
SysEleven GmbH
full-time
Posted on:
Location Type: Hybrid
Location: Berlin • Germany
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Tech Stack
About the role
- Holistic responsibility for our strategic customers – from day-to-day operations to strategic development
- Build, manage and further develop long-term customer relationships
- Primary point of contact for customers on technical, functional and organizational issues
- Proactive consulting on cloud solutions, services and optimization opportunities
- Responsible for service quality, SLA compliance and continuous improvement of customer services
- Management of changes, incidents, escalations and projects in close coordination with internal teams
- Analysis of service and operational data, deriving recommendations for action and presenting reports
- Contract management and negotiations with a clear focus on sustainable customer relationships
- Close collaboration with technical teams to translate customer requirements into viable service and operations concepts
Requirements
- Relevant experience in Customer Success, IT Service Management, IT project management or a comparable role with direct customer contact
- Demonstrable experience working with external customers, ideally in different situations (operational, escalatory, strategic)
- Experience collaborating with strategic customers in the cloud environment
- Solid technical understanding of cloud environments (AWS, Azure, GCP or comparable platforms)
- Experience in incident and escalation management
- Excellent German skills (C1) and fluent English skills (at least B2)
- Strong customer focus, structured working style and confident demeanor when dealing with internal and external stakeholders
Benefits
- Varied tasks with technical and organizational depth
- Flat hierarchies, open communication and short decision-making paths
- Room for initiative, ideas and personal development
- Modern equipment, flexible working hours and hybrid working (remote & office)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service ManagementIT project managementcloud solutionsincident managementescalation managementservice qualitySLA compliancedata analysiscontract managementcustomer relationship management
Soft Skills
customer focusstructured working styleconfident demeanorproactive consultingcollaborationcommunicationrelationship buildingproblem-solvingnegotiationpresentation skills