Senior Customer Delivery Manager

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.

As Customer Success Manager, you will be responsible for the end-to-end service delivery for an account or group of accounts overseeing all services delivered to the customer. You will be maintaining the service relationship with internal deliveries/external suppliers and act as primary point of contact for all delivery issues. Ensuring alignment across Product, Software and Services to safeguard our services is key. This could include all services of the portfolio (Software, Professional Services, Local Services and Product) and supporting organic growth opportunities. You will also be responsible for the operational and commercial management of the scope of work. More so, you will ensure contractual conformance and ensure alignment with customer contractual delivery and global business objectives

Accountable for the delivery of end-to-end Services to Banking and Retail customers and for the delivery of high-quality services. Ensures Support and Delivery processes are in place to meet contractual commitments, while maximizing gross profit and gross margin. Acts as a key member of the Account team and must have a detailed knowledge of contractual commitments as well as the financial health of the account. Works with the Account Manager to ensure that commitments made to the customer are achievable and align to the financial goals set. Is empowered to make decisions which drives customer success and gross profit and works closely with other delivery units to remediate customer escalations. Works in partnership with Segment in identifying any opportunities to grow the company footprint within respective accounts.

• Responsible for Customer Delivery Management for customers in more complex medium to large accounts.
• Assists with onboarding and management of new and strategic accounts.
• Handles issues escalated from Customer Delivery Management colleagues.
• Contributes to improved overall customer metrics reporting, evaluation and documentation.
• Nurtures and maintains long-term influential relationships with customer decision-makers.
• Recognized as expert on assigned customer(s) and provides insights that influence DN product, sales and marketing decisions.

• Provides advice and councel to Delivery Customer Management colleagues.

   

 

• Diploma or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Account Delivery Management.
• Good business English skills (Written and spoken).

Preferred Qualifications
 

• Direct experience of solutions similar to the DN portfolio (SW, Products, Service)

• Background in Service Delivery Management in context of Global/International customers

 

 

• #LI-Hybrid

• #LI-EK1

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us