Customer Delivery & Success Manager (m/f) [Konux GmbH]

The Role:
The mission of the Customer Delivery & Success (CD&S) department at KONUX is to deliver
customer projects in a consistent, reliable and high-quality manner, to ensure a superior customer experience and to support KONUX growth and success by expanding and enhancing KONUX footprint and service scope at all clients. As Customer Delivery & Success Manager at KONUX, you will be responsible for the delivery of all projects at your customer as well as for customer onboarding, training, satisfaction and retainment. In order to support KONUX growth and success you will identify up- and cross selling opportunities and work with the Sales department to close those opportunities.

Your Responsibilities:

  1. Successfully manage and deliver complex roll out project and Service Delivery at your customer:

    Prepare the delivery phase by managing dependencies and by coordinating with all relevant KONUX departments

    Plan and manage the deployment / roll-out as well as service delivery phase jointly with your customer counterpart

    Anticipate the risk exposure, ensure that risks are properly communicated and documented, define mitigation strategies and work with the customer to ensure mutually agreed-upon action plan

  2. Ensure superior customer experience and customer satisfaction:

    Manage customer expectations – Make sure the expectations are properly understood, aligned internally and externally, communicated and managed

    Ensure all customer requests are appropriately understood, prioritized, and addressed while maintaining sensitivity towards both customer satisfaction and impact to KONUX organization

  3. Expand KONUX product footprint and service scope at your customer:

    Serve as product usage consultant to derive creative solutions to ensure maximum customer utilization and satisfaction

    Build up trusted relationships with your customer counterparts that is based on mutual respect and openness

    Understand the customer needs and pain-points and shape solutions that are based on the KONUX platform and service portfolio

Your Profile:

  • Bachelor’s degree in Business, Marketing or Engineering/Science; MBA degree preferred
  • Minimum of 5 years with direct experience in client delivery and client management within Railway or similar industry
  • Deep understanding of IoT and Digitization concepts as well SaaS customer engagement
  • Strong management skills and the ability to manage complex projects
  • Creative problem solver and natural entrepreneur; comfort with risk taking and ambiguity
  • Executive engagement skills with an ability to establish strong relationships with business decision makers.
  • Strong, working knowledge of how to generate impact from core merchandising levers, including: Customer trainings etc.
  • Strong interpersonal skills that establish Trusted Advisor relationships with clients
  • Ability to present and describe technical functionalities to those less-versed in technology
  • Exceptional verbal and written communication skills
  • Highly collaborative, yet able to function well independently
  • Travel expectation of 40-60%, on weekly basis

Startdatum: 01.01.2019

Konux GmbH

Ansprechpartner: Frau Lena Hocker
Flößergasse 2
81369 München

Homepage: https://www.konux.com/career/?jobid=82938
E-Mail: career@konux.de