Senior Customer Success Manager T Cloud Public (m/f/d)

Job Description

We are looking for a motivated and customer-focused Customer Success Manager to join our T-Cloud Public Marketplace team. In this role, you will play a key part in managing and enhancing the entire customer journey, supporting both marketplace consumers and partners. You will work closely with cross-functional teams including marketing, partner management, and technical support to ensure customers have a seamless and positive experience with our platform. 

This is a great opportunity for someone eager to grow into a customer success role, as prior extensive experience is not required. You will work directly alongside the team lead, acting as a trusted assistant while independently managing key responsibilities. 

Responsibilities and Duties

• Customer Journey Management: Own and improve the end-to-end customer experience on the         T Cloud Public Marketplace, ensuring customer satisfaction and retention. 

• Customer Support: Assist customers with platform-related issues, coordinating with technical teams to provide timely and effective resolutions. 

• Partner Management: Manage relationships with marketplace sellers and partners, acting as their primary point of contact to facilitate smooth operations and collaboration. 

• Marketing Collaboration: Partner with the marketing team to design and implement targeted marketing activities and campaigns to engage customers and promote marketplace offerings. 

• Documentation & Tools: Maintain clear and thorough documentation using Confluence and track tasks, issues, and workflows with Jira. 

• ITSM Tools Usage: Utilize IT Service Management tools such as ServiceNow for incident tracking, service requests, and problem management. 

• Continuous Learning: Grow your skills in customer success, platform knowledge, and partner management through hands-on experience and mentorship. 

Qualifications

Certifications required for the position: 

• OTC Practitioner certification or comparable AMIGO Hyperscaler certification 

• Agile methods such as Scrum, Kanban, DevOps or comparable certifications 

Certifications recommended for the position: 

• DevOps Foundation 

• OTC Architect 

Experience: 

• Completed degree in computer science, engineering or comparable training or further education 

• Top knowledge and experience in the areas of cloud and IT architecture, technology strategy, sales and business development 

• Top knowledge and experience in the field of AI 

• Strong communication and presentation skills with correct and confident behavior in customer contacts to ensure our service promise 

• Strong knowledge of market-relevant cloud ecosystems and experience with partners 

• Strong knowledge in the field of cloud (IaaS, PaaS, SaaS) 

• Knowledge of the offerings of AWS, Microsoft Azure, Google, Rackspace 

• Development of cloud platforms/hybrid cloud solutions in which technologies, developer tools, APIs, management and integration frameworks and processes are combined 

• High resilience, adaptability to dynamically changing processes/startup mentality 

• Very good technical understanding of standardized service provision through platforms 

• Detailed knowledge of the processes and structures in your own company 

• Experience in international cooperation with Local Business Units and NatCos 

• High social skills, ability to work in a team and integrate, coupled with good assertiveness and the ability to work independently 

• Fluent written and spoken German and English 

• Willingness to travel nationally and internationally 

Additional Information

What do we offer you?  

Work environment & flexibility  

• International, dynamic and collaborative environment   
• T-Social: social initiatives (sports, community, health, ...)  
• Hybrid work model (remote/on-site)   
• Flexible working hours   

Growth & development  

• Customized training: access to Coursera to learn whatever you want, whenever you want  
• Weekly language classes (English & German)   
• International Mentoring Sessions & Experience Days  

Compensation & benefits  

• Flexible compensation plan (health insurance, meal vouchers, childcare, transport)   
• Telemedicine  
• Life and accident insurance   
• Social fund   

Wellbeing & time off  

• 26+ working days of vacation per year   
• Free access to specialist services (medical, legal, wellness)   
• 100% salary coverage during medical leave 

And many more advantages of being part of T-Systems!

If you are looking for a new challenge, do not hesitate to send us your CV! Please send CV in English. Join our team!

T-Systems Iberia will only process the CVs of candidates who meet the requirements specified for each offer.