Job
In this role, you develop customer relationships, identify growth opportunities, and manage the financial development of your accounts, including P&L responsibility and service optimization.
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Your role in the team
- In the role of Senior IT Customer Service Manager (CSM), you assume corporate responsibility for your customer accounts along the entire customer journey.
- You develop existing customer relationships in a targeted manner, identify growth potential and manage the economic development of your accounts — including full P&L responsibility.
- You act as an equal partner — both internally and externally — and make a significant contribution to the sustainable economic success of your customer accounts and our company.
- You proactively analyze customer needs and further develop your accounts along all phases of the customer journey — from onboarding and transition to operation to optimization and expansion.
- You will take measures to increase customer satisfaction and customer loyalty and implement them sustainably.
- You build trusting relationships at all levels of decision-making, maintain and develop them continuously.
- You establish and manage structured governance formats such as service reviews, business reviews, and health checks.
- You develop your customers into long-term partnerships.
- You further develop existing contracts through active opportunity management.
- You identify, qualify, and realize growth potential through upselling, cross-selling, and renewals.
- You are responsible for the economic development of your accounts and manage them taking into account sales, margin and P&L goals.
- You ensure contract-compliant service delivery in terms of quality, deadlines and customer satisfaction.
- You actively manage risks and opportunities for sustainable customer loyalty.
- 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 a degree in IT or economics or have a comparable qualification.
Qualifications
- You have in-depth knowledge of contract management and IT service management, ideally in an outsourcing environment.
- You identify business potential in existing business and implement them successfully.
- You are convincing with a confident appearance and excellent moderation and negotiation skills.
- You build stable and trusting customer relationships.
- You are characterized by entrepreneurial thinking, personal initiative and a high focus on results.
- You work analytically, are resilient, and prevail even in demanding situations.
- You have native language skills (C2) and very good English language skills.
- Regular personal 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 an IT or cloud environment.
What we offer
- For legal reasons, we refer to the minimum annual salary of €64,554 for full-time employment (38.5 hours) under the collective agreement.
- The final salary is of course based on your individual experience.
- We also offer you a wide range of various benefits, such as flexible working hours, food allowance, sports activities and various employee events.
Benefits
Health, fitness & fun
Food & drink
Topics you will work on
Job locations
About your employer
Graz, Wien
With over four million customers, or SIM-card holders, T-Mobile Austria is the nation's second largest mobile phone service provider with a market share of around 32%. The company's heart lies in its 1,300 employees.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
Employer reviews
- Engineering
- 3.1
- Career growth
- 3.2
- Working conditions
- 3.8
- Team culture
- 4.0
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