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Technologies-expected : Microsoft Azure 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 Op Cos by the TP&S Supplier. Their role plays a pivotal role in ensuring the Op Cos 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 Op Cos, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritizing work and making decisions for the service provided to the Op Cos. They will also understand the projects planned for the Op Cos and ensure this is aligned to the overall D&T strategy and Op Co Business Requirements. responsibilities : Customer Relationship Management: serving as the primary point of contact for the Op Cos 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 Op Cos 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 Op Cos, 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 Op Co, 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 open bar on Fridays