Customer Success Manager

Since its foundation in 1925, DEKRA has been ensuring the safety of human interaction with technology and the environment through a tradition of innovative thinking. This approach is something we strive to embrace, whether it's in the practical tasks our employees perform or in the community-shaping office life.
In just two years, DEKRA Nearshore Center has grown from a concept to a rapidly growing company that is a cornerstone of the parent company's global IT infrastructure.
Your contribution to achieving global safety, security, and sustainability:
  • Build trusted, consultative relationships with customers to engage them through the onboarding, training and operating phases of GIO services and products. Maintain proactive, regular contact with key users and stakeholders to run proactively health checks to ensure maximize their success throughout the lifecycle
  • Be familiar with GIO organization, processes and services and GIO services roadmap; understand deeply the customer service requests and ordering situation
  • Collect customer feedback through regular interaction, customer satisfaction surveys and feedbacks from customer-facing colleagues. Share the feedbacks with GIO internal departments to evolve and continuously improve GIO services scope, training materials, tools and processes
  • Serve as the central point of contact for customer problems resolution, manage all additional escalation issues until resolved
  • Discover and analyze gaps in the customer experience that may lead to customer disappointment and unsatisfaction. Work cross-functionally with others GIO departments to address such gaps
  • Collect customers training requests and coordinate the training/consultancy to ensure the maximum customer satisfaction and success
  • Conduct regular Business Reviews with customers to ensure GIO services and products are helping them meet their business goals
The more points that apply to you, the more you can earn with us:
  • Bachelor or above degree in IT Management, Information Management & Information System or other related major from an accredited college/university
  • 3+ years working experience in Customer Service Management or Project Management, in IT Infrastructure & Operations area; excellent customer service and communication skills
  • Rich ITIL knowledge & ITSM knowledge; ServiceNow ITSM experience; passion with IT Infrastructure & Operations
  • Good team player with strong ability to manage time, stress and stakeholders
  • Passion to continually learn & acquire business, technical & application related skills
  • Flexible and readiness for traveling
  • Proficient in Office applications (Word, Excel, Powerpoint, Visio, MS Projects)
  • Fluent in English; German (written and spoken) is a must
In return, we are offering you:
  • A full week to onboard and get to know us – guided by your personal buddy
  • Company notebook and phone with unlimited calls and data - for personal usage too
  • Travel allowance & several cafeteria options
  • Long term career perspective ensured by a personal development plan and coaching opportunity
  • Continuous professional development: training opportunities for both hard and soft skills – Udemy, Microsoft ESI, language classes and many more!
  • We value your achievements: the annual bonus is based on your performance
  • Enjoy the fruits in the kitchen
  • Several ergonomic asset options – like walking pads for meetings or taking a break
  • Medicover health insurance (Blue Package)
  • Did we mention that the office rooftop has a running track?
  • Bilingual environment & international projects
  • Regularly organized team events
  • Charity and other CSR projects in working hours
  • We build on trust - we can provide flexible options to ensure your work-life balance
  • Brand new office with everyting you need: coffee, drinks, fruits and specific areas tailored to your needs – focus or collaboration work, phone booth, social room and many more!
  • Easy accessibility with public transport and car as well
  • Hybrid workplace: social engagement in the office and home office opportunity (2 days/week)
Place of Work: Budapest One Business Park (Budapest, XI.)
Still not convinced? Then take this as an invitation – come and see where and how we are working over a coffee or at the foosball table!

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