Senior Customer Success Manager (m/w/d)

Expect more. Strengthen your network. Our teams automate, digitalize, and transform the way over 75 million people around the globe conduct and shop in this interconnected consumer-centric world of banking transactions. Join us, and connect people with trade in this important and valuable role.

Job Overview

As Senior Customer Success Manager (m/w/d), you will be responsible for the service quality and stability of your customer accounts in the Retail field. In this hybrid role with a connection to the Paderborn location, you will steer service processes, coordinate Field Service deployments, and maintain an overview even in challenging situations. You will work closely with customers and internal departments. The role offers a varied task field, flexible working conditions, as well as perspectives for professional and international development.

Tasks

• End-to-End responsibility for the operational management of customer accounts with a focus on service quality, stability, and SLA fulfillment
• Active management of critical customer situations and escalations (e.g. service outages, incident peaks, SLA violations) until sustainable solutions are achieved
• Steering and coordination of Field Service deployments, installations, and services on-site
• Safeguarding the observance of SLAs, KPIs, and contractual agreements
• Conducting and moderating service reviews and governance meetings with customers and internal stakeholders
• Analysis of service performance, incidents, and problem areas, as well as derivation and implementation of improvement measures
• Closely working together with internal departments (e.g. Service Delivery, Support, Product, Sales) and external partners
• Developing service processes and standards to optimize quality, efficiency, and costs
• Support in Financial Management (e.g. at billing, invoice reclamations, extra-contractual services)
• Identifying optimization and growth potential in the existing customer setup

Qualification

Essential

• Multiple-year experience (ca. 3-5 years) in Service Delivery, Customer Success or comparable roles
• Experience in operational service environments, e.g. Field Service, Incident Management or SLA management
• Safe handling of critical customer situations and escalations
• Fundamental understanding of service processes, KPIs, and SLAs
• Experience in cooperation with complex stakeholder structures
• Excellent communication skills and solution-oriented working style
• High stress tolerance and ability to set clear priorities under pressure
• Very good German and English language skills

Of Advantage

• Experience in Retail, POS or hardware-related environments
• Knowledge of ITIL or comparable process understanding
• Experience in international customer environments as well as travel readiness

Benefits

• Unlimited employment contract
• Flexible working models and planned leisure time
• Eigenverantwortliches Arbeiten with great scope for design
• Collaboration in an experienced and supportive team
• Perspectives for personal and professional development
• Fascinating tasks in an international environment

Why should you join Diebold Nixdorf?

Diebold Nixdorf is more than a merger. It's rather a new company in the era of transformation. We shape since over 150 years the future, accompany our customers long-term and strategically, and pave the way for innovations.

Today, we take on a leading role as technology drivers and trailblazers in Connected Commerce. We connect the physical and digital worlds of payment transactions to create a seamless customer experience – in an omnichannel world that is constantly evolving and where consumers expect 24/7 availability.

In this world full of opportunities, we are better equipped than ever to shape the future successfully.

Shape with us!

Diebold Nixdorf is an employer for equal opportunities and values diversity in our company. We do not discriminate based on race, religion, skin color, national origin, gender, sexual orientation, age, family status, veteran status, or disability.

**To all recruitment agencies: Diebold Nixdorf accepts no resumes from agencies. Please do not forward resumes to our job alias, Diebold Nixdorf employee or any other organizational location. Diebold Nixdorf is not responsible for fees related to unsolicited resumes **

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