Customer Success Manager

Role Overview

As a Customer Success Manager at Motion Applied, you will be responsible for the delivery, performance and continual improvement of our services across a portfolio customers. This role combines ITIL Service Delivery Management and Account Management responsibilities.

What You Will Do

Own service delivery across assigned customer accounts, monitor and manage SLAs, KPIs and service performance, lead customer and supplier service reviews and regular operations meetings, and drive ITIL best practices across Incident, Problem, Change and Service Level Management.

Why It Might Be a Fit

Experience in Service Delivery Management, Customer Success or IT Service Management, strong understanding and experience in practical application of ITIL principles, and experience managing customer-facing services against SLAs and KPIs.

Requirements

• Experience in Service Delivery Management, Customer Success or IT Service Management
• Strong understanding and experience in practical application of ITIL principles
• Experience managing customer-facing services against SLAs and KPIs
• Strong customer, stakeholder and supplier management skills
• Commercial awareness and experience
• Experience with ITSM platforms
• ITIL Foundation certification or higher
• Excellent communication, organisational and problem-solving skills
• Fluent in English and German, both written and spoken

Benefits

• Competitive salary
• Travel to Frankfurt expected ~monthly
• Fluency in English and German, both written and spoken