Tribe Lead International Health Market - Customer Service Manager (CSM) (m/f/d)

Company: T-Systems International GmbH
Job ID: 229086
Location: Germany : Baden-Württemberg : Leinfelden-Echterdingen || Germany : Bayern : München || Germany : Berlin : Berlin || Germany : Hamburg : Hamburg || Germany : Hessen : Darmstadt || Germany : Hessen : Frankfurt/Main || Germany : Niedersachsen : Wolfsburg || Germany : Nordrhein-Westfalen : Bonn || Germany : Nordrhein-Westfalen : Düsseldorf || Germany : Sachsen : Dresden || Germany : Sachsen-Anhalt : Biere
Career level: 04 - Professionals
Experience required: 3-5 years
Employment type: 01 - Regular (Part Time possible)
Weekly working hours: 40,00
Amount of travel: 0-25%
Languages required: German; English
Application deadline: 11/19/2024

T-Systems International GmbH
At T-Systems, we offer business customers the right system solutions for their digital business. With our portfolio we ensure that digital transformation reduces complexity, saves costs and makes day-to-day work easier. We focus on the areas connectivity, digital, cloud & infrastructure as well as security - Let's power higher performance!

 

Department

Cloud Services supports medium-sized and large companies on a national and international level. We develop, market and operate agile, cloud-native, future-orientated products and services for the digital world. We see ourselves as drivers of innovation and make our customers' businesses fit for the digital future. Our mission: to be successful tomorrow, we have to think about the day after tomorrow today - and always together with our customers. 

  

We are looking for a dedicated and dynamic Tribe Lead for the international healthcare market in the area of Cloud Services, who will not only have the main responsibility for the comprehensive support of our customer orders, from profit maximisation to quality control, but will also actively participate in business and customer development. The aim is to continuously improve our service quality and strengthen our market position through strategic business development initiatives and customer-centred measures, thereby promoting the sustainable growth of our company. 

 

Tasks

• Head of Customer Service Management and development of the Cloud Services customer strategy in coordination with Sales - derived from the T-Systems vision and the vertical and horizontal level objectives - for the international healthcare sector

• Translation of the corporate strategy into clear objectives and key results as well as prioritisation of tasks

• Responsibility for customer profitability (P&L), including revenue growth and cost control

• Preparation of quotations, pricing and invoicing to customers

• Ensuring contract fulfilment and delivery in collaboration with Customer Delivery Management and partners

• Managing Contract & Claim Management to ensure contract fulfilment and compliance

• Promoting customer growth, in particular through upselling and contract renewals

• Further development and strategic direction of the division and monitoring of market and technology developments 

• Drives and supports standardisation and re-use models 

 

Stakeholder Management:  

• Manages E2E customer engagement & C-Level customer experience management (cx)  

• Employs methods to work together with customers and better recognise their needs  

• Proactively engages with internal and external stakeholders  

• Responsible for the exchange with other squads and relevant representatives of other organisational areas  

• Adapting the communication style to the respective target group   

  

 Empowerment:   

• Coaching and feedback with employees on a functional level  

• Promotes personnel development for team members including ta