About this role
• Understanding of software services, solution portfolio • Customer service skills and service minded • Soft selling techniques, to e.g. identify upsell opportunities • Understanding of IT, cloud technologies and security information systems • Accustomed to work with short deadlines in customer engagements • Initiative to drive matters to closure • Proven ability to develop executive relationships • Driver mentality, strong sense of ownership • Negotiation skills • Strong verbal, written communications and listening skills, and effective presentation skills The Customer Service Manager supports customers from lead identification throughout the sales process and project execution to service delivery. The role is a post-sales function aimed to develop and maintain good relationships with customers. The aim of the function is to enhance the business and continuously improve quality and performance of delivered services through first hand customer feedback. Customer Service Manager ensures that customers receive relevant training and consulting services and initiates and drives change requests, upsell and renewals. In addition to being the primary direct interface to customers, the Customer Service Manager has a close collaboration with different functions in Service & Solution Sales, as well as Project Managers and the service delivery team in Service Delivery & Operations. Areas of Responsibility include, but is not limited to: • Drive service review meetings with customers covering performance, service improvement, service quality and processes • Drive and coordinate customer escalation internally within Professional Services and be available during incident and problem resolution • Enhance the business and continuously improve quality and performance of delivered services through first hand customer feedback • Make recommendations for service improvements • Identify customer training needs and secure training execution for existing customers in collaboration with Solution SME and Solution Sales Manager • Close collaboration with Service Operations to drive customer satisfaction • Meet and consider compliance and information security requirements in customer service communication and change requests • A high performing international environment. • Great, helpful colleagues in an innovative company. • Competitive benefit package and collective agreement. • The chance to make a difference in your area of expertise. • Pleasant office located in Stockholm.