Senior IT Customer Service Manager - Cloud & Enterprise Solutions (m/w/d)

About us:

In Austria, T-Systems, a subsidiary of Deutsche Telekom, offers its customers a broad portfolio for the strategic implementation of digital transformation. The basis for this is global reach for fixed network and mobile communications, highly secure data centers, a comprehensive cloud ecosystem of standardized platforms, worldwide partnerships and maximum security. T-Systems Austria employs around 570 people at five locations. At the T-Center on Rennweg in Vienna, the company operates a TwinCore data center that offers the highest possible level of security for company data while maintaining maximum energy efficiency.

Senior IT Customer Service Manager (CSM) — managing customer relationships and responsible for sustainable growth 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.

Tasks

Holistic customer journey management

• 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.

Customer Governance & Relationship Management

• 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.

Contract development & economic development

• 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.

Performance and quality assurance

• You ensure contract-compliant service delivery in terms of quality, deadlines and customer satisfaction.

• You actively manage risks and opportunities for sustainable 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.

Profil

Qualification & experience

• You have a degree in IT or economics or have a comparable qualification.

• 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.

Technical expertise

• 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.

Communication & personality

• 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.

Additional requirements

• 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.

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.

Ready to grow? If you would like to get started with us, we look forward to receiving your application — preferably directly online!