Advanced Customer Success Manager

Diebold Nixdorf is hiring an Advanced Customer Success Manager to manage customer relationships and support effective contract processing, invoicing, payment processing, and service delivery. The role coordinates resolution of installation-related issues, monitors customer success performance, and represents the company in customer retention situations.

Responsibilities:

• Builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery
• Coordinates response to installation-related issue evaluation and resolution
• Monitors Customer Success Management by analyzing sales and performance data
• Engages with customers, in person or remotely, and represent the company in retention situations
• Coordinates appropriate and effective engagement between customers and com
• Responsible for Customer Success Management for customers in the medium-to large business market
• Assists with on-boarding and management of new and strategic customer accounts
• Ensure customers receive best-in-class technical, process or product-specific consulting
• Engages directly with a wide variety of customer stakeholders, from technical professionals to senior executives
• Works internally with customer-focused teams to design, develop and introduce new products and enhancements to address customer requests and priorities
• Works with customers on implementation reviews and to ensure the prompt and proper resolution of technical or procedural challenges
• Handles issues escalated from Customer Success Management colleagues
• Contributes to improved overall customer metrics reporting, evaluation and documentation
• Nurtures and maintains long-term influential relationships with customer decisionmakers
• Recognized as expert on assigned customer(s) and provides insights that influence DN product, sales and marketing decisions
• Provides advice and counsel to Customer Success Management colleagues
• Supports contracts and contract negotiation process

Requirements:

• Bachelor's Degree or equivalent work experience
• Minimum of 6 years of relevant experience or equivalent combination of education and experience in Account Delivery Management
• Good business English skills (Written and spoken)
• MS Suite proficiency (Word, Excel, Teams, Copilot etc.)
• Bilingual Spanish