Customer Service 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.

We are looking for an accountable Customer Service Delivery Manager who will support the delivery of high-quality end-to-end services to Banking and Retail customers. The ideal candidate  mainly focusing on ensuring support and delivery processes are in place to meet contractual commitments, while maximizing gross profit and gross margin. This a highly empowered role where you will make decisions which drives customer success and gross profit and works closely with other delivery units to remediate customer escalations. 

Acting as a key member and at the forefront of our account team, Customer Service Delivery Manager engages  with the client account level and as a trusted advisor; providing visibility, service reviews and reporting through all phases of the implementation life cycle. Works in partnership with Segment in identifying any opportunities to grow the company footprint within respective accounts and Account Managers to ensure that commitments made to the customer are achievable and align to the financial goals set. 

Location: Athens (Onsite) Candidates must be based in Athens with the ability to commute to the office.

How You’ll Make An Impact

Gain familiarity with Account Delivery Management concepts, practices, and methodologies.
 

• Manage customer retention, contract processing, invoicing, payment processing, and service delivery for small to mid-size accounts using detailed knowledge of contractual commitments as well as the financial health of the account. 
•  Serve as the day-to-day liaison with assigned clients to ensure timely completion of requests. 
•  Escalate complex or critical issues to senior Account Sales Managers or management. 
•  Develop strong relationships with assigned customers and analyze Voice of the Customer insights to improve relationships. 
•  Leverage relationships with internal product, sales, and marketing teams to address customer inquiries and needs. 

 

 

•  May support more senior Customer Delivery Managers with the management of large accounts.
•  Develops customer relationships as a trusted advisor, providing business and product expertise and exceptional customer support.
•  Informs customers of various DN services, features and optimizations.
•  Solicits customer feedback and works internally with delivery teams to ensure understanding of customer needs and priorities.
•  Identifies areas for improvement with internal teams to ensure customers receive committed service levels and avoid penalties.
•  Proactively meets with customers to review DN's actual versus anticipated service levels.
•  Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations.
•  Develops ongoing business relationships with key customer technical and managerial stakeholders.
• Monitors financial performance and identifies opportunities to improve profitability for DN.

 

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience  working in a customer-facing service delivery or technical account management role, with a high level of accountability, and with excellent written and verbal communication skills to successfully engage with customers and colleagues.
• Empathy towards customers, the ability to work independently, and a results-oriented approach.
• Proficiency in English.
• Proficiency in Greek at a competent level is required.
• Enjoy regular communication via phone and email.
• Able to work with Microsoft Office suite, Word, Excell, PowerPoint, etc.

Preferred Qualifications

• Experience with banking and retail sector customers facing environment

 

 

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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