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We as NTT Global Data Centers EMEA are one of the leading and largest data center provider and for more than 20 years we have been supporting our clients from a wide variety of industries with our talented team of nearly 800 people (m/f/d). Today, we are designing and operating 18 data center locations across 160,000 sqm in Germany, Austria, Switzerland, in the Netherlands and in Great Britain and expanding into further markets

We are looking for the next possible date in Frankfurt am Main / Berlin / Bonn for a

Client Success Manager (m/f/d)

Acting as the main day-to-day commercial point-of-contact for a nominated base of client accounts, the Client Success Manager will hold overall responsibility and accountability for a base of client accounts throughout their entire life-cycle with NTT GDC ensure all contractual provisions are met whilst overseeing the continuous delivery of the contractually guaranteed services be a SPOC for service and escalation management, as well as commercial and contractual issues including responsibility for cross/upselling develop trusted and long-lasting client relationships across multiple contact touch-points assist to develop best practices for continual improvement of our existing tool-sets and processes used when interfacing with clients.

  • Coordination of new client on-boarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities)
  • Support and development of existing client relationships, including completion of Account Plans (plus other associated materials as required)
  • 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 sales account team
  • Implementation of processes (and process-improvements) to satisfy the in-life support requirements of both existing and new clients
  • Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold into your client base
  • Establishment of a professional service interface with other NTT GDC internal departments, including specialist technical departments
  • Preparation and implementation of weekly/monthly/quarterly/bi-annual client service meetings, client audits, client satisfaction surveys as well as tracking of service issues and complaints (including being the first point of contact for complaints and escalations)
  • Control and management of the commercial client contribution, monitoring of the ordering and billing processes as well as chasing outstanding payments/receivables. Development of client interfaces and systems (for example CRM and Change Management Systems)

  • At least 3-5 years experience within the Sales and Client 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 organisation
  • Excellent numerical, literacy, and written skills. You will be able to communicate effectively and build relationships at all levels
  • Be able to interpret often complex and technically detailed contracts. It would be desirable if you have completed technical/higher studies
  • Have the ability to handle confidential matters with discretion and professionalism acting with integrity at all times
  • Possess excellent organisational and project management skills and be able to prioritise your own workloads without supervision
  • Have an analytical and inquisitive nature and be able to use your initiative and self-motivation to solve challenging problems
  • Be highly proficient with the use of IT equipment and software systems, including a very good knowledge of MS Office
  • High level of initiative, independence as well as goal and solution orientation
  • Very pronounced service, client and service mentality
  • Professional approach and contact with client representatives at every level
  • Distinct ability to recognize client needs and to transfer these into an implementation process

Wir bieten
  • A permanent employment relationship in a highly professional working environment with challenging tasks in a future-proof industry
  • Flat hierarchies and a pleasant, appreciative working environment
  • Structured induction by experienced colleagues and a personal mentor
  • Individual personal and professional development opportunities through our internal and external offers
  • Capital-forming benefits for the company pension scheme