• Director Customer Management (m/f/d)

in Frankfurt am Main

Your responsibilities

  • Management of the entire customer lifecycle from initial onboarding, in-life performance monitoring to implementing any expansions over time
  • Establish an agile customer management process and optimize a lifecycle management process suitable for a wide-spread portfolio of customers, with a strong focus on service management
  • Responsible to shape standardized structures, processes and workflows in a recently integrated EMEA wide customer management team consisting of two units (Central Europe and UK)
  • Work with Sales to form virtual account teams for defined target growth customers and build self-contained customer relation processes
  • Support the Customer Delivery Management function in delivering the customer solution and to ensure a consistent customer interface and commercial change control during delivery phase
  • Work with the respective technical operation organization to manage the customer touch-points during the in-life phase
  • Control the contractual change management for new customer requirements, co-ordinate service surveys and audits, oversee the invoice and cash collection process
  • Representing the customer management team across the whole of NTT Global Data Centers EMEA unit

Your profile

  • Ideally a university degree (BA/BS) in a technical or commercial/business field, or comparably similar
  • A 7+ years customer or service management experience
  • Experience of coordinating people and activities across multiple functional areas with demonstrated strong capabilities in communicating and interfacing between multiple faculties
  • Proven success driving customer experience
  • Experience of heading teams for customer and/or customer service management across countries and locations
  • Hands-on mentality to introduce standardizations to improve efficiency of the customer service
  • Role model in guiding teams through changing environments
  • Excellent Leadership skill set and strong organizational skills
  • In-depth understanding of the data center and ICT/communications sector
  • Experience with data center products and solutions for both technical and business customers
  • Excellent written and oral communication skills, along with strong quantitative analysis skills, in English and German
  • Process-oriented thinking and acting in project management
  • Reliable, service-oriented, efficient and conscientious

Help to shape the future in an exciting industry
e-shelter is one of the leading data center providers in Europe, offering complete solutions for the housing and networking of IT and network systems in a secure, high availability environment. With a presence in all of the major city markets in the DACH region and further expanding in Europe, e-shelter makes effective use of a 300 MW power capacity over a data centre area of 90,000 m² for scalable data center solutions. As a subsidiary of NTT Communications, e-shelter is part of a global network of 140 data centers. e-shelter’s customers include financial services and telecommunications companies, as well as IT, outsourcing and cloud service providers.

Today, around 400 people work for e-shelter. They come from a wide range of industries and, together, seek the best possible solution to every challenge. As a result of the diversity which characterizes our employees, the ability to work on a team and possess strong communication skills are very important to us. As a service-oriented company, we value expertise and people who want to contribute to shaping the future. We are expanding internationally and offer our employees the opportunity to work abroad, provided they have the appropriate qualifications.

Would this be an interesting position for you?

If so, we are looking forward to receiving your application documents including the earliest possible entry date and desired salary (preferably via email).