Customer Service Manager (100%) (m/f)

Job type:
6 MM++
Hays AG
the Zurich region
flag_no Switzerland
project ID:

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We are looking for a
Customer Service Manager (100%) (m/f)

Reference: 349381/4-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

- IT consultant

Keywords: CSM, Customer Service Manager, Relationship, Account, Sales, After Sales