Customer Success Manager

Job description

Are you driven by the pursuit of exceptional client experiences within the dynamic field of IT?

Take the next step in your career by joining our team, where you'll have the opportunity to showcase your expertise and innovation in a role dedicated to exceeding client expectations.

In the role of Customer Success Manager, you'll have the opportunity to broaden your expertise through diverse IT projects and tasks, allowing you to continuously innovate and bring fresh perspectives to the table. You'll never be stuck in a rut – instead, you'll have the chance to broaden your horizons and expand your skill set with each new endeavour. Join an amazing team of strong-performing thinkers and skilled professionals, collaborating with colleagues based in Barcelona and Switzerland.

How your day will look like

Provide second-level support for incident or change requests from start to finish, working across the customer base.

You will manage our customers and ensure customer satisfaction, especially for those not directly involved in an ongoing Project.

You will be in constant communication with our customers and strengthen the relationship with them through regular service meetings.

Monitor and report SLA performance, ensuring agreed service levels are met and identifying improvement opportunities.

Handle escalations and coordinate corrective actions when needed.

Create and optimise service offers in collaboration with Sales and Delivery teams.

Continuously improve and develop our service offering to align with market trends and customer needs to provide a high quality service.

Identify cross- and upselling opportunities within existing customer relationships.

Maintain service documentation and reporting to ensure transparency and traceability.

You will manage contracts and set up new service contracts with new customers as well as ongoing contract management.

Your profile

Minimum 2+ years of experience in IT projects as a Technical/Functional Consultant, Customer Success Manager, or similar role.

Excellent organisational and communication skills and experience in working with and managing clients.

Business mindset and ability to see opportunities for upselling and project development.

Enjoys connecting the dots between client needs and company needs ensuring the best outcome for both.

Experience in conducting service meetings and working with SLAs.

Experience in creating commercial service offers and working with pricing or contract frameworks.

Motivated and passionate about client interactions and problem-solving.

German native speaker and fluent in English.

Familiarity with ServiceNow (Incident, Problem, Change, and Reporting modules) is an advantage.

Familiarity with Microsoft technologies (M365, Azure etc) and/or an ITIL certification is a plus.

If your experience looks a little different from what we’ve identified and you think you can add value to our crew, we’d love to learn more about you.

Männlicher System Engineer diskutiert mit zwei anderen Männern in Sitzungszimmer

If this sounds interesting to you and you have experience as a technical consultant, then we should talk. These are very exciting times to come on board at isolutions!

Apply Now

Application process

What does the Application Process look like?

Contact

Let's get in touch

Rea Böhm

Project Manager & Team Lead Customer Engagement
Master's Degree in Management and Economics

rea.boehm@isolutions.ch

Benefits

isolutions - Our #Culture & Benefits

About us

Group of People standing around a ping pong table cheering

Three cheers for Team Spirit

We work together and for one another. Everyone has their own responsibilities and brings their own personality and ability to the job. But there’s always time for a game of ping-pong or an after-work beer. #teamwork

Work-Life Balance, Home Office and Workation

How do you work? We believe in a hybrid model for maximum efficiency, which allows you to work flexibly. Do you want to combine work and vacation? Whether in the isolutions office, from home or workation - we make it possible. After all, a healthy work-life balance is important to us! #wecareaboutyou

Woman working on a standing desk in front of a PC

Central Locations & Modern Offices

All of our offices – Barcelona, Bern, Zurich, and Basel – are centrally located, so they are well connected and have good transport links. #stayconnected #whereveryouare

Three men sitting on a couch on a terrace having a chat

Flat Hierarchies, open Feedback and Corporate Culture

We believe in the skills and abilities of every employee. With us, it is not about climbing the career ladder – specialist and management skills are valued and rewarded equally. With us, you can get involved and make a difference. Exchange, open communication and feedback are all part of our corporate culture and are actively put into practice.
So we can achieve success together. #bettertogether

Employees during an after-work event on the rooftop terrace

Events are in our DNA

Hard work should be rewarded! We always start the year with our annual kick-off, end the summer with a summer party and round off the year with a big Christmas party. But we also celebrate our successes throughout the year with quarterly parties, happenings and get-togethers – with the team and with clients. #celebratesuccesstogether #morefuntogether

Group of people in the snow wearing ski gear

Visits to Switzerland

We have an annual team event in Switzerland and travel there for customer visits. #travelandwork

Software Developer with headset working on two screens

Employee Development

Not only do we shape the future of our customers, we also offer our employees development opportunities – individually tailored to their personal needs. #shapeyourcareer

A woman and two men having a conversation outdoors during summer

Language Classes

We are an international team with +10 different nationalities and offer Spanish, German and English classes. #polyglotteam

+ 1 Week of Corporate Social Responsibility

Give something back to the world and your fellow human beings! We want to encourage our employees to do good. That’s why we give every employee an extra week of leave for social commitments. #getinvolved #socialresponsibility #charity

zäme rede

We always start the week together: Every Monday our CEO introduces the week, inspiring employees with their stories and celebrating their successes together. Afterward, we enjoy breakfast altogether. #mondayslikethis