Senior Manager Customer Service Management

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. 

Provides leadership and oversight to the Customer Delivery Management group. Builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery. Coordinates response to installation-related issue evaluation and resolution. Monitors Customer Delivery Management by analyzing financial and performance data. Engages with customers, in person or remotely, and represents the company in retention situations. Coordinates appropriate and effective engagement between customers and company service providers and ensures ongoing and high levels of customer satisfaction.

• Directs the efforts of subordinate managers and professional staff members.
• Oversees the full range of client services activity, including:
  • Day-to-day customer contact and interaction
  • Ongoing customer service reviews
  • Issue identification and resolution
  • Engagement between Customer Delivery Management and internal functional teams
  • Documentation and reporting
  • Revenue and retention success.
• Provides point of contact for process related questions or issues.
• Drives service level improvement / coordination with cross-functional teams.
• Accountable for account expansion and delivery within assigned customer base.

Required Qualifications

• Bachelor's Degree or equivalent work experience required.
• Typically has 8-10 years of experience in Account Delivery Management and typically 2-4 years leadership experience.
• Fluent business English skills (Written and spoken).
• Willing to travel up to 50% 
• Ability to create presentations and work with data (Excel, Power BI etc.)

Salary Range: $125,000 to $135,000 Actual compensation for this role will depend on several factors including your qualifications, skills, competencies, geographic location, internal equity, and relevant experience. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the plan and/or program, whereby an award, if any, may depend on various factors, including, without limitation, individual and organizational performance.

Benefits
•Health, Dental, and Vision Insurance
•Life Insurance
•Critical illness, Accident, and Hospital Indemnity Insurance
•401(k) Savings Plan
•Health Savings Account
•Leave of Absence Benefits
•Paid Time Off

The application window is expected to close February 19, 2025

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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/about-us/global-locations