Digital I&O Customer Success Manager

about-project :

• We are looking for a Digital I&O Customer Success Manager. HEINEKEN has developed multi-cloud strategy with 3 hosting platforms: Greencloud, Microsoft Azure, Amazon Web Services (AWS) and T-Systems (Private cloud). Digital I&O Customer Success Manager is member of the TP&S Hub and is one of the professionals who manage the infrastructure services (Collaboration and End User Devices, Connectivity, Cloud & Hosting, Field Services) provided to the OpCo's by the TP&S Supplier. Their role plays a pivotal role in ensuring the OpCo's get maximum value from the TP&S products and services. As a key member of the TP&S Hub, the CSM will work closely with product teams to align product offerings with the needs of our customers, fostering long-term relationships and driving customer satisfaction and retention.
• This role understands the specific technology areas used in the OpCo's, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritizing work and making decisions for the service provided to the OpCo's. They will also understand the projects planned for the OpCo's and ensure this is aligned to the overall D&T strategy and OpCo Business Requirements.

• Customer Relationship Management:
• * serving as the primary point of contact for the OpCo's within the region, ensuring their successful adoption and ongoing use of our IT products and services
• * building and maintaining strong relationships with key stakeholders, including senior executives and decision-makers, to understand their business goals and challenges
• * acting as the voice of the customer within the Tech Hub, providing feedback to product teams to inform product development and enhancements
• Collaboration with Product Teams:
• * partnering with product teams to ensure that customer needs and pain points are addressed in product roadmaps
• * collaborating on product launch strategies, ensuring that OpCo's are fully supported and prepared for new releases and updates
• * participating in product testing and provide feedback from a customer perspective to enhance product usability and functionality
• Onboarding and Training:
• * leading the onboarding process for new OpCo's, ensuring they are fully equipped to utilize products and services effectively
• * developing and delivering training sessions, webinars, and documentation to educate customers on best practices and new features
• * monitoring customer progress during the onboarding phase and provide proactive support to address any issues or concerns
• Customer Success Strategy and Execution:
• * developing and implementing customer success plans tailored to the needs of each OpCo, with a focus on achieving specific business outcomes
• * analyzing customer usage data and metrics to identify opportunities for improving customer satisfaction and driving product adoption
• * proactively identifying and address potential issues that could impact customer satisfaction or retention.
• Customer Feedback and Continuous Improvement:
• * gathering and analyzing customer feedback to identify trends, challenges, and areas for improvement
• * working with product and supporting teams to implement changes based on customer insights
• * seeking ways to enhance the customer experience and increase overall customer satisfaction

• Bachelor's or Master's degree in Computer Science, Telecom, Electronics or other related studies
• 5-8 years of experience in IT industry
• 3-5 years of experience in a customer success, account management, or similar role within the IT industry
• 3 years' experience, in working with external vendors, resources and contracts
• 3 years' experience of working in agile teams in multi-cultural environments
• proven track record of managing customer relationships and driving customer satisfaction
• preferably experience with working in an Agile environment.
• excellent written and verbal English
• excellent communication skills (both verbal and in writing): ability to communicate well with technical and non-technical people
• team player attitude and you are able to work effectively at all levels of the product teams with the ability to influence others to move toward consensus
• are able to identify and understand multiple stakeholder perspectives and "truths" and bring an open mind to understanding and build on the views of others
• ability to work in teams and work dedicated for a team
• proactive attitude, customer-focused, and able to manage multiple priorities in a fast-paced environment.

• hybrid ways of working
• private medical healthcare
• attractive performance bonus
• Sodexo pre-paid card
• life insurance
• employee referral program
• wide range of trainings
• local and global job opportunities within HEINEKEN
• parking space
• open bar once a week
• We are ACCA Approved Employer

• sharing the costs of sports activities
• private medical care
• life insurance
• remote work opportunities
• integration events
• corporate sports team
• parking space for employees
• extra social benefits
• pre-paid cards
• christmas gifts
• employee referral program
• charity initiatives
• flexible work from home scheme after pandemic/lockdown
• open bar on Fridays