Description
We are looking for a
Customer Service Manager (100%) (m/f)
Reference: -en
Start: asap
Duration: 6 MM++
Place: in the Zurich region
Branch: Erbringung von Dienstleistungen der Informationstechnologie
Your tasks:
- Manage new and existing client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations
- Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues
- Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology
- Understand clients’ footprint and contractual agreements
- Professionally interact with clients, building strong relationships
- Educate clients regarding company's policies and procedures and client facing support and ordering systems
- Conduct client meetings (potentially Quarterly Business Reviews (conditional on CSM location))
- Demonstrate proper and prescribed use of company's systems, tools and processes (e.g. case management, ticketing system, etc.)
- Develop and maintain expertise on company's products and services
- Participate in departmental projects, prioritizing and completing assigned activities
- Develop and build strong relationships with Sales, Operations and other cross functional teams
- Support Sales team in eliminating their involvement in non-sales activities
- Demonstrate basic knowledge of IBXs
Your qualifications
- Degree level qualification, preferably in a technical subject, or equivalent experience
- Profound experience in a high pressure, customer facing role
- Track record in building positive relationships with clients preferred
- Experience in a technical industry; preferably IT, telecommunications or data center
- Very strong written and verbal German and English communication skills are essential
- Collaborative personality and able to build strong personal relationships
- Highly organized, with attention to detail and a dedication to resolving issues
- Calm and effective under pressure
- Able to plan, execute and manage high volumes of work
- Problem solving skills
- Technical aptitude and broad understanding of the technical service industry preferred
Skills:
- IT consultant
Keywords: CSM, Customer Service Manager, Relationship, Account, Sales, After Sales