Then come and join our global team as Senior Customer Success Manager (f/m/d) to play a central part in shaping a best in class customer experience and accelerate customer success for our service operations in Advanced Therapies (CS AT).
Choose the best place for your work – Within the scope of this position, it is possible, in consultation with your manager, to work mobile (within Germany) up to an average volume of 60% of the respective working hours.
Effective from March 15, 2022 to December 31, 2022 inclusive, individuals working in medical facilities must be able to present a certificate of COVID-19 immunity in accordance with Section 20a of the German Law on Protection against Infection (IfSG – Infektionsschutzgesetz). This does not apply to individuals who cannot be vaccinated against coronavirus SARS-CoV-2 on account of a medical contraindication. A corresponding certificate in accordance with Section 20a IfSG is a prerequisite for the commencement of employment.
Your tasks and responsibilities:
General:
- You will work in complex and fast-pace consulting projects to improve customer success and growth for Customer Services in Advanced Therapies
- You will shape strategic and operational recommendations for the future development with customer success and growth as key objectives
Strategy Manager (30%)
- Here you will moderate the strategy process with the CS AT leadership team and play a central part in shaping the future of CS AT
- You will coordinate CS AT leadership team meetings and follow up on agreements with leadership team
Strategic Project Manager (50%)
- You will act as senior project manager for critical projects and ensure project success regarding all defined project targets including scope, time and resources
- You will align project activities with business stakeholders, tool & process owners and manage project teams to deliver on agreed targets and enable smooth handovers
Customer Experience Manager (20%)
- You will reveal customer needs using various techniques/sources/methods to uncover customer pain points and future service requests
- You will execute customer experience / customer centricity projects across processes, countries and regions by developing customer journeys and identifying customer needs / resolving customer pain points
- You will represent customer experience topics towards CS AT leadership team and management as well as across the organization
To find out more about the specific business, have a look at Customer Services
Your qualifications and experience:
- You have a degree in the field of industrial engineering, information management, IT, economics or similar
- You are truly result-oriented and able to work on various tasks with multiple stakeholders at the same time while not compromising on quality
- You have many years of experience with managing strategic projects in a global setting
- You are familiar with customer experience management frameworks and tools for digital products - especially journey mapping, net promoter score (NPS), customer success management
- You have a sound business & IT background and an affinity for the use of the latest technologies
Your attributes and skills:
- You have strong analytical and organizational skills
- You have the ability to navigate in complex situations and influence stakeholders
- You got a strong work ethic and self-motivation
- You work independently and with little supervision
- You have very good communication skills and you are good with people
- You have a good intercultural experience
- You are Fluent in English – German is a plus