About this role
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
As Customer Success Manager, you will be responsible for the end-to-end service delivery for an account or group of accounts overseeing all services delivered to the customer. You will be maintaining the service relationship with internal deliveries/external suppliers and act as primary point of contact for all delivery issues. Ensuring alignment across Product, Software and Services to safeguard our services is key. This could include all services of the portfolio (Software, Professional Services, Local Services and Product) and supporting organic growth opportunities. You will also be responsible for the operational and commercial management of the scope of work. More so, you will ensure contractual conformance and ensure alignment with customer contractual delivery and global business objectives
Develop and maintain management relationships within the customer’s IT and business management organizations in order to ensure that they have a favorable perception of Diebold Nixdorf’s service capability and quality, and therefore position Diebold Nixdorf as a key partner.
Accountable for the delivery of all contracted services to ensure we meet our SLA commitments (including management of any sub-contractors and matrix management of in-house delivery teams).
To manage the resolution of any customer specific service delivery issues and escalations, and lead the design and implementation of specific ‘get well’ plans.
Define and implement change requests related to our product management.
Delivery of in country’s continuous improvement plans and activities.
To monitor the set-up of all new services for the customer, including service transition, commercial/contractual arrangements, third-party engagement, etc.
Responsible for all suppliers’ contractual service delivery and ensuring this is in line with our contractual commitments.
- Drive customer satisfaction and ensure improvement of Net Promoter Score for assigned customer through establishing service improvement plans and processes.
Support achievement of the gross margin goals as measured by the services P&L’s,
Prepare and lead the governance meetings to maintain the customer contact.
The Enterprise Delivery Manager will work closely and in a partnership with the Account Management team to develop the account further, look for additional revenue opportunities and build a long-lasting relationship with the customer
At least 5 years industry experience in a similar role
Experience managing complex Service Contracts and ability to understand legal agreements
Industry knowledge in field service, service desk and managed services
Leadership skills, i.e. be able to influence
Strong commercial awareness including P&L management
Stakeholder management in a corporate environment
PC literate including MS Office
Fluent spoken and written English
Ability to work remotely whilst working within a Matrix Management Structure
Strong Team Player
Good analytical skillset with an ability to interrogate data that will drive Service and Financial performance improvement
Preferred Qualifications
Direct experience of solutions similar to the DN portfolio (SW, Products, Service)
Background in Service Delivery Management in context of Global/International customers
#LI-Hybrid #LI-EK1
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations