Holistic responsibility for our strategic customers – from day-to-day operations to strategic development
Build, manage and further develop long-term customer relationships
Primary point of contact for customers on technical, functional and organizational issues
Proactive consulting on cloud solutions, services and optimization opportunities
Responsible for service quality, SLA compliance and continuous improvement of customer services
Management of changes, incidents, escalations and projects in close coordination with internal teams
Analysis of service and operational data, deriving recommendations for action and presenting reports
Contract management and negotiations with a clear focus on sustainable customer relationships
Close collaboration with technical teams to translate customer requirements into viable service and operations concepts

Relevant experience in Customer Success, IT Service Management, IT project management or a comparable role with direct customer contact
Demonstrable experience working with external customers, ideally in different situations (operational, escalatory, strategic)
Experience collaborating with strategic customers in the cloud environment
Solid technical understanding of cloud environments (AWS, Azure, GCP or comparable platforms)
Experience in incident and escalation management
Excellent German skills (C1) and fluent English skills (at least B2)
Strong customer focus, structured working style and confident demeanor when dealing with internal and external stakeholders

IT Service & Customer Success Manager – Cloud Projects

Key skills