Customer Service Delivery Manager
Customer Service Delivery Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million people around the globe bank and shop in this hyper-connected consumer-centric world. Join us in connecting people to commerce in this vital rewarding role.
We are looking for an accountable Customer Service Delivery Manager who will support the delivery of high-quality end-to-end services to Banking and Retail customers. The ideal candidate mainly focusing on ensuring support and delivery processes are in place to meet contractual commitments while maximizing gross profit and gross margin. This a highly empowered role where you will make decisions which drives customer success and gross profit and works closely with other delivery units to remediate customer escalations.
Acting as a key member and at the forefront of our account team Customer Service Delivery Manager engages with the client account level and as a trusted advisor; providing visibility service reviews and reporting through all phases of the implementation life cycle. Works in partnership with Segment in identifying any opportunities to grow the company footprint within respective accounts and Account Managers to ensure that commitments made to the customer are achievable and align to the financial goals set.
Location: Athens (Onsite) Candidates must be based in Athens with the ability to commute to the office.
How Youll Make An Impact
Gain familiarity with Account Delivery Management concepts practices and methodologies.
- Manage customer retention contract processing invoicing payment processing and service delivery for small to mid-size accounts using detailed knowledge of contractual commitments as well as the financial health of the account.
- Serve as the day-to-day liaison with assigned clients to ensure timely completion of requests.
- Escalate complex or critical issues to senior Account Sales Managers or management.
- Develop strong relationships with assigned customers and analyze Voice of the Customer insights to improve relationships.
- Leverage relationships with internal product sales and marketing teams to address customer inquiries and needs.
Responsibilities
- May support more senior Customer Delivery Managers with the management of large accounts.
- Develops customer relationships as a trusted advisor providing business and product expertise and exceptional customer support.
- Informs customers of various DN services features and optimizations.
- Solicits customer feedback and works internally with delivery teams to ensure understanding of customer needs and priorities.
- Identifies areas for improvement with internal teams to ensure customers receive committed service levels and avoid penalties.
- Proactively meets with customers to review DNs actual versus anticipated service levels.
- Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations.
- Develops ongoing business relationships with key customer technical and managerial stakeholders.
- Monitors financial performance and identifies opportunities to improve profitability for DN.
Qualifications
- Diploma or equivalent work experience required.
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience working in a customer-facing service delivery or technical account management role with a high level of accountability and with excellent written and verbal communication skills to successfully engage with customers and colleagues.
- Empathy towards customers the ability to work independently and a results-oriented approach.
- Proficiency in English.
- Proficiency in Greek at a competent level is required.
- Enjoy regular communication via phone and email.
- Able to work with Microsoft Office suite Word Excell PowerPoint etc.
Preferred Qualifications
- Experience with banking and retail sector customers facing environment
#LI-Hybrid #LI-EK1
Required Experience:
Manager
Employment Type
Full-Time
