Customer Success Manager (German-speaking)

About the role

Motion Applied Connected Intelligence provides connectivity solutions for the transport and mobility sector, combining advanced technology, data-driven insights and managed services. As Customer Success Manager, you will own the delivery, performance and continual improvement of services across a portfolio of customers, combining ITIL Service Delivery Management and Account Management. You will be the primary contact for operational, service and day-to-day enquiries and escalations.

Key responsibilities

• Own service delivery across assigned customer accounts and monitor SLAs, KPIs and service performance
• Lead customer and supplier service reviews, operations meetings and supplier performance reviews
• Act as escalation point for major incidents and drive ITIL best practice across Incident, Problem, Change and Service Level Management
• Lead continual service improvement and ensure smooth transition of projects into live operational support
• Manage tiered support teams and lead customer onboarding and adoption
• Drive customer satisfaction, retention and account growth, and manage change requests and commercial quotations
• Support bids, renewals and contract extensions, and work with Finance on invoicing and customer payments

Required profile

• Fluent in both German and English, written and spoken
• Experience in Service Delivery Management, Customer Success or IT Service Management
• Experience managing customer-facing services against SLAs and KPIs
• Commercial awareness and experience
• Experience in the transportation, rail, connectivity or technology sectors is desirable

Required skills

• Strong understanding of ITIL principles and ITSM platforms
• ITIL Foundation certification or higher
• Customer, stakeholder and supplier management skills