Skawina, Skawina, Lesser Poland Voivodeship, Polska
HEINEKEN Global Shared Services
9. 1. 2025
Informacje o stanowisku
about-project :
We are looking for a Digital I&O Customer Success Manager. HEINEKEN has developed multi-cloud strategy with 3 hosting platforms: Greencloud, Microsoft Azure, Amazon Web Services (AWS) and T-Systems (Private cloud). Digital I&O Customer Success Manager is member of the TP&S Hub and is one of the professionals who manage the infrastructure services (Collaboration and End User Devices, Connectivity, Cloud & Hosting, Field Services) provided to the OpCos by the TP&S Supplier. Their role plays a pivotal role in ensuring the OpCos get maximum value from the TP&S products and services. As a key member of the TP&S Hub, the CSM will work closely with product teams to align product offerings with the needs of our customers, fostering long-term relationships and driving customer satisfaction and retention.
This role understands the specific technology areas used in the OpCos, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritizing work and making decisions for the service provided to the OpCos. They will also understand the projects planned for the OpCos and ensure this is aligned to the overall D&T strategy and OpCo Business Requirements.
responsibilities :
Customer Relationship Management:
* serving as the primary point of contact for the OpCos within the region, ensuring their successful adoption and ongoing use of our IT products and services
* building and maintaining strong relationships with key stakeholders, including senior executives and decision-makers, to understand their business goals and challenges
* acting as the voice of the customer within the Tech Hub, providing feedback to product teams to inform product development and enhancements
Collaboration with Product Teams:
* partnering with product teams to ensure that customer needs and pain points are addressed in product roadmaps
* collaborating on product launch strategies, ensuring that OpCos are fully supported and prepared for new releases and updates
* participating in product testing and provide feedback from a customer perspective to enhance product usability and functionality
Onboarding and Training:
* leading the onboarding process for new OpCos, ensuring they are fully equipped to utilize products and services effectively
* developing and delivering training sessions, webinars, and documentation to educate customers on best practices and new features
* monitoring customer progress during the onboarding phase and provide proactive support to address any issues or concerns
Customer Success Strategy and Execution:
* developing and implementing customer success plans tailored to the needs of each OpCo, with a focus on achieving specific business outcomes
* analyzing customer usage data and metrics to identify opportunities for improving customer satisfaction and driving product adoption
* proactively identifying and address potential issues that could impact customer satisfaction or retention.
Customer Feedback and Continuous Improvement:
* gathering and analyzing customer feedback to identify trends, challenges, and areas for improvement
* working with product and supporting teams to implement changes based on customer insights
* seeking ways to enhance the customer experience and increase overall customer satisfaction
requirements-expected :
Bachelors or Masters degree in Computer Science, Telecom, Electronics or other related studies
5-8 years of experience in IT industry
3-5 years of experience in a customer success, account management, or similar role within the IT industry
3 years experience, in working with external vendors, resources and contracts
3 years experience of working in agile teams in multi-cultural environments
proven track record of managing customer relationships and driving customer satisfaction
preferably experience with working in an Agile environment.
excellent written and verbal English
excellent communication skills (both verbal and in writing): ability to communicate well with technical and non-technical people
team player attitude and you are able to work effectively at all levels of the product teams with the ability to influence others to move toward consensus
are able to identify and understand multiple stakeholder perspectives and "truths" and bring an open mind to understanding and build on the views of others
ability to work in teams and work dedicated for a team
proactive attitude, customer-focused, and able to manage multiple priorities in a fast-paced environment.
offered :
hybrid ways of working
private medical healthcare
attractive performance bonus
Sodexo pre-paid card
life insurance
employee referral program
wide range of trainings
local and global job opportunities within HEINEKEN
parking space
open bar once a week
We are ACCA Approved Employer
benefits :
sharing the costs of sports activities
private medical care
life insurance
remote work opportunities
integration events
corporate sports team
parking space for employees
extra social benefits
pre-paid cards
christmas gifts
employee referral program
charity initiatives
flexible work from home scheme after pandemic/lockdown
