As our Client Success Manager (m/f/d), you’ll be the key commercial contact for assigned hyperscale clients and will hold overall responsibility and accountability for those client accounts throughout their entire lifecycle with our company, developing trusted and long-lasting relationships across multiple contact touch-points.
The role will be based in Frankfurt, is full time and hybrid.

• Develop and maintain positive client relationships to ensure overall client success and satisfaction, and mitigate churn, by acting as a liaison between clients and other internal/external stakeholders
• Responsibility for developing the contract renewal strategy prior to the contract end date and, in collaboration with the account team, lead and drive the renewal process
• Functional responsibility for the assigned accounts within a region or a specific location (Data Center in the Frankfurt area)
• Establish a support and communication structure with your client and internal/external stakeholders
• Coordination of new client on-boarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities)
• Support and development of existing client relationships, including completion or contribution of Account Development Plans (plus other associated materials as required)
• Assisting with the acquisition of new business via development of cross-selling and up-selling opportunities and acting/participating as a core member of the overall account team
• Implementation of processes (and process-improvements) to satisfy the in-life support requirements of both existing and new clients
• Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold to the assigned client base
• Establishment of a professional service interface with other NTT GDC internal departments, including specialist technical departments
• Preparation and implementation of weekly/monthly/quarterly/bi-annual client service meetings, client audits, client satisfaction surveys as well as tracking of Voice of the client, workload, service issues and complaints (including being the first point of contact for complaints and escalations)