Manager of Customer Success Management

We are looking for a motivated, customer-centric, high-ownership and commercially aware Manager of Customer Success Management (x|f|m) based in Göttingen, Germany (Sartorius Stedim Biotech GmbH) or in Aubagne, France (every European location would be considered). In this role you will be responsible for defining and implementing the customer success strategy that meets our customers’ needs while meeting business performance goals. The main purpose of the role is to lead and develop a team of professionals to successfully implement customer focused activities whilst working closely with cross functional teams to ensure that customer satisfaction is maximised. This position is available for full-time. **Grow**with**us** -**Your**Responsibilities** - Build and maintain long-term relationships with strategic and global key accounts - Lead and develop a team of customer success professionals - Deputise for the Manager of Customer Support, Strategic & Global Accounts. - Be the point of escalation for the Key & strategic accounts sales teams to facilitate communication between internal functions - Be the lead for customer related initiatives for the supply of our single use products, collaboration with local involved stakeholders to mitigate risks, fix issues, then feedback to the global function at the customer account - Responsibility of monitoring and delivering global and customer KPI’s i.e., OTIF, journey mapping, CX and scorecards - Participation as required in regular supply review or business review meetings with internal and external stakeholders to present activities in scope of CSM - Design and lead customer-oriented project management activities - Collaborate with Sales, Product Marketing, and Supply Chain teams to enhance the customer experience - To be the coordination between regional Customer Support and global accounts - Responsibility of working with customers to limit the impact of lead time changes, understanding customer trends and working with supply chain to find solutions - Proactively drive transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPI’s and Client SLA’s - Review of business processes, systems and team skills with relevant stakeholders to identify, develop and deliver best practice initiative - Lead core project activities such as customer forecasting, VMI, EDI and customer SC integration **What** will**convince**us** - University degree in business or equivalent professional background in a customer-facing position ideally coupled with a good knowledge in Supply Chain. - Experience in leading and developing teams is essential - Proven experience in a customer experience or an account management role is required - Exceptional communication, negotiation, and influencing skills - Proven ability to manage multiple projects efficiently - Strong problem-solving and analytical skills - Proven ability to improve operational efficiency - Strong risk management and contingency planning skills - Continuous improvement mindset with exposure to using tools and techniques - Fluent in English both written and oral **What**we**offer** As a growing global life science company, stock listed on the DAX and TecDAX, Sartorius offers a wide range of Benefits: - ** Personal and Professional Development**:Mentoring, leadership programs, Talent Talks, internal seminar offerings, coaching for managers - ** Work life balance**:Remote options, flextime, flexible work schedules, sabbaticals - ** Large, modern campus**:Open office spaces, terraces, company restaurant with vegetarian and vegan options, cozy Italian bistro with ice cream sales, fitness studio and daycare center - ** Making an impact right from the start**:Comprehensive onboarding, including a virtual online platform even before joining, Welcome Workshops, "buddy" as point of contact