Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- Customer Success Manager overseeing ITIL-based processes and directly supporting B2B clients. Collaborating with teams and ensuring process improvements for client satisfaction in Germany.
Responsibilities
- Implement, optimize and further develop ITIL-based processes (Incident, Problem & Change Management)
- Primary point of contact for our B2B customers for technical incidents and process-related questions – from reporting to resolution
- Assertive incident management: ensure nothing is left unresolved and that internal stakeholders take responsibility
- Close collaboration with our product team to prioritize and track open incidents
- Create and maintain dashboards and reports to drive oversight and transparency in support
- Support the development of a long-term Customer Success strategy
Requirements
- Solid experience with ITIL processes (ITIL 4 Foundation required; advanced certifications such as Create, Deliver and Support or Direct, Plan and Improve are a plus)
- Structured, solution-oriented work style with a hands-on mentality
- Ability to be decisive and assertive when deadlines or incidents are at risk
- Strong communication skills
- Technical aptitude
- Commitment to customer satisfaction through well-defined processes
- Knowledge of the energy sector (e.g., market communication, billing, or GPKE/GeLi) is an advantage but not required
Benefits
- 30 days of vacation
- Remote work possible
- Flexible working hours
- Choice of hardware within our standard options
- Employer-funded pension contribution equal to 3.5% of monthly gross base salary
- Additional option for salary conversion (deferred compensation) plus employer top-up
- Access to Hansefit corporate fitness program
- Discounts via Corporate Benefits
- Support for professional and personal development
- Regular team events / team days
- Modern office in Hanover
- Free beverages
- Table tennis and table football (foosball)
- Dogs welcome!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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