Head Of Customer Success Management Region DACH (w/m/d) - Remote Eligible

Head Of Customer Success Management Region DACH (W/M/D)

In full or part-time

As NTT DATA Business Solutions we drive innovations – from consulting and implementation to managed services and beyond, supported by a global team of over 18,500 experts from more than 90 nations in more than 30 countries. With SAP as the centerpiece and a strong network of partners like Microsoft and ServiceNow we continuously improve AI-driven solutions and technologies to make them work for companies – and their employees.

We are part of NTT DATA, a leading provider of enterprise and technology services, AI, and digital infrastructure with a revenue of over 30 billion dollars. As a Global Top Employer NTT DATA supports 75% of the Fortune Global 100 companies and develops innovative solutions together with experts in over 70 countries that inspire to dare and make successes visible.

With us you have countless opportunities to think big, act boldly, and take responsibility. Shape your future in a culture that lives belonging and gives you room for learning and networking.

Make this the place where you grow

Location: nationwide

You can expect from us:

We have the individual needs of our employees holistically in mind. An extensive overview of the benefits during the different life phases can be found

Shape your workplace and time flexibly: e.g. workation, mobile working, part-time models and sabbatical

Your development according to plan: subject-specific training, targeted career promotion based on career models, programs and your own academy

Family first: e.g. childcare subsidy, paid maternity leave and father network

SAP Platinum Partnership: strong SAP partnership, large knowledge network as well as SAP Learning Hub and certification opportunities

We take care of you: e.g. 25% contribution to the company pension scheme, company health management and cooperation with fitness providers

With us you get from A to B: company car (depending on the area), concession for the use of public transport and bicycle leasing via JobRad®

Are you passionate about challenges?

As Head of Customer Success Management (DACH) within NTT DATA Business Solutions – Global Business & Managed Services (GBMS) you are responsible for the strategic, commercial and operational overall responsibility for the Customer Success Management in the DACH region.

You act as the regional owner for Customer Success and Business Partner Management and ensure sustainable revenue growth, profitability, high customer satisfaction, operational stability as well as close cross-functional cooperation with Delivery, Sales, Presales and Service Management of the business partners.

In this role you are the central business partner of the local market organizations (NDBS Country Organizations), actively represent the interests of our customers towards internal delivery units as well as strategic partners and ensure excellent service quality and long-term customer retention.

This position includes, among other things, the following tasks:

Overall responsibility for the P&L contribution of the CSM organization DACH over AMS-, MCS- and project services

Function as escalation point of contact for critical service, operational or relationship problems

Proactive orchestration of all relevant stakeholders to ensure successful contract renewals

Professional and disciplinary leadership as well as development of the CSM organization DACH (incl. team leads, SDMs, TSMs) in close coordination with the Head of global CSM

Monitoring of central KPIs such as SLA performance, vulnerability backlogs, escalations and system health

Representation of the DACH region in global Customer Success Management leadership forums

Convince us with your potential!

You bring several years of leadership experience in Customer Success Management, Service Delivery, Managed Services or SAP-/Cloud-Operations environment as well as experience in matrix and multinational organizational structures.

Your fundamental understanding of SAP operations (basis, AMS, MCS) and/or cloud operations as well as very good knowledge in service management (ITIL), governance models, reporting and operational processes shape your profile.

You have developed stakeholder management skills at the senior and executive level as well as very strong communication, conflict resolution and negotiation skills.

You are characterized by a strategic mindset combined with high operational implementation strength.

Fluent German and English skills in writing and speaking complete your profile.

Apply now!

We look forward to your online application including location preference, salary expectation and earliest possible start date.

NTT DATA Business Solutions: Make this the place where you grow

Theresa Froemmel

Tel.: (+49) 1733227097

E-Mail: careers-solutions-de@nttdata.com

We are convinced that diversity, equity, inclusion and wellbeing promote innovation and ensure an outstanding customer and employee experience. We look forward to applicants of all genders, origins, ages, sexual orientations, life designs, religions and with any kind of disability.

We transform. SAP® solutions into value