Job
In this role, you are responsible for the strategic development of customer accounts in the cloud and IT sector. You analyze customer needs and initiate measures to enhance satisfaction and revenue.
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Your role in the team
- As a Senior IT Customer Service Manager (CSM), you take on entrepreneurial responsibility for your customer accounts throughout the entire customer journey.
- You strategically develop existing customer relationships, identify growth opportunities, and manage the financial performance of your accounts—including full P&L responsibility.
- You act as a trusted partner on equal footing, both internally and externally, and make a significant contribution to the sustainable business success of your client accounts and our company.
- End-to-end management of the customer journey.
- You proactively analyze customer needs and develop your accounts across every stage of the customer journey—from onboarding and transition through operations to optimization and expansion.
- You develop and sustainably implement initiatives to increase customer satisfaction and retention.
- Customer Governance & Relationship Management.
- You build trusting relationships at all decision-making levels and continuously nurture and develop them.
- You establish and manage structured governance formats such as service reviews, business reviews, and health checks.
- You develop your customers into long-term partners.
- Contract development & business development.
- You develop existing contracts through active opportunity management.
- You identify, qualify, and realize growth opportunities through upselling, cross-selling, and renewals.
- You are responsible for the commercial development of your accounts and manage them in line with revenue, margin, and P&L targets.
- Performance and quality assurance.
- You ensure that services are delivered in accordance with the contract in terms of quality, deadlines, and customer satisfaction.
- You manage risks and opportunities proactively to foster long-term customer loyalty.
- Interface management.
- You work closely with Sales, Service Delivery, and Portfolio Management.
- You manage complex stakeholder structures and ensure the successful implementation of the customer strategy.
Our expectations of you
Education
- You have completed a degree in IT or business, or have an equivalent qualification.
Qualifications
- You have in-depth knowledge of contract management and IT service management, ideally in an outsourcing environment.
- You identify business opportunities within the existing customer base and successfully realize them.
- You impress with your confident demeanor and strong facilitation and negotiation skills.
- You build stable, trusting relationships with customers.
- You demonstrate entrepreneurial thinking, initiative, and a strong focus on results.
- You work analytically, are resilient, and assert yourself even in challenging situations.
- You have native-level German proficiency (C2) and very good English skills.
- Regular in-person customer appointments require mobility and the ability to reliably reach customer locations.
Experience
- You have at least five years of professional experience in Customer Success, IT Service Management, or Account Management.
- Ideally, you have experience in IT or cloud environments.
What we offer
- For legal reasons, we would like to point out that the collective agreement stipulates a minimum annual salary of €64,554 for full-time employment (38.5 hours per week).
- The final salary will, of course, reflect your individual experience.
- We also offer you a wide range of benefits, including flexible working hours, a meal allowance, sports activities, and various employee events.
Benefits
Work-Life-Integration
Health, fitness & fun
Food & drink
Higher take-home pay
Topics you will work on
Job locations
About your employer
Graz, Bergheim, Wien, Gmünd
As one of the leading global players in information and communication technology (ICT), T-Systems offers a world-wide infrastructure of data centers and networks.
- Established Company
- Hybrid, Onsite
- Consulting · Internet, IT, Telecommunication
Employer reviews
- Working conditions
- 4.3
- Engineering
- 3.8
- Career growth
- 4.2
- Team culture
- 4.1
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