Digital I&O Customer Success Manager

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

We are looking for a Digital I&O Customer Success Manager. HEINEKEN has developed multi-cloud strategy with 3 hosting platforms: Greencloud, Microsoft Azure, Amazon Web Services (AWS) and T-Systems (Private cloud). Digital I&O Customer Success Manager is member of the TP&S Hub and is one of the professionals who manage the infrastructure services (Collaboration and End User Devices, Connectivity, Cloud & Hosting, Field Services) provided to the OpCo’s by the TP&S Supplier. Their role plays a pivotal role in ensuring the OpCo’s get maximum value from the TP&S products and services. As a key member of the TP&S Hub, the CSM will work closely with product teams to align product offerings with the needs of our customers, fostering long-term relationships and driving customer satisfaction and retention.

This role understands the specific technology areas used in the OpCo’s, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritizing work and making decisions for the service provided to the OpCo’s. They will also understand the projects planned for the OpCo’s and ensure this is aligned to the overall D&T strategy and OpCo Business Requirements.

Your responsibilities would include:

• Customer Relationship Management:
• serving as the primary point of contact for the OpCo’s within the region, ensuring their successful adoption and ongoing use of our IT products and services
• building and maintaining strong relationships with key stakeholders, including senior executives and decision-makers, to understand their business goals and challenges
• acting as the voice of the customer within the Tech Hub, providing feedback to product teams to inform product development and enhancements
• Collaboration with Product Teams:
• partnering with product teams to ensure that customer needs and pain points are addressed in product roadmaps
• collaborating on product launch strategies, ensuring that OpCo’s are fully supported and prepared for new releases and updates
• participating in product testing and provide feedback from a customer perspective to enhance product usability and functionality
• Onboarding and Training:
• leading the onboarding process for new OpCo’s, ensuring they are fully equipped to utilize products and services effectively
• developing and delivering training sessions, webinars, and documentation to educate customers on best practices and new features
• monitoring customer progress during the onboarding phase and provide proactive support to address any issues or concerns
• Customer Success Strategy and Execution:
• developing and implementing customer success plans tailored to the needs of each OpCo, with a focus on achieving specific business outcomes
• analyzing customer usage data and metrics to identify opportunities for improving customer satisfaction and driving product adoption
• proactively identifying and address potential issues that could impact customer satisfaction or retention.
• Customer Feedback and Continuous Improvement:
• gathering and analyzing customer feedback to identify trends, challenges, and areas for improvement
• working with product and supporting teams to implement changes based on customer insights
• seeking ways to enhance the customer experience and increase overall customer satisfaction.

You are a good candidate if you have:

• Bachelor’s or Master’s degree in Computer Science, Telecom, Electronics or other related studies
• 5-8 years of experience in IT industry
• 3-5 years of experience in a customer success, account management, or similar role within the IT industry
• 3 years’ experience, in working with external vendors, resources and contracts
• 3 years’ experience of working in agile teams in multi-cultural environments
• proven track record of managing customer relationships and driving customer satisfaction
• preferably experience with working in an Agile environment.
• excellent written and verbal English
• excellent communication skills (both verbal and in writing): ability to communicate well with technical and non-technical people
• team player attitude and you are able to work effectively at all levels of the product teams with the ability to influence others to move toward consensus
• ability to identify and understand multiple stakeholder perspectives and "truths" and bring an open mind to understanding and build on the views of others
• ability to work in teams and work dedicated for a team
• proactive attitude, customer-focused, and able to manage multiple priorities in a fast-paced environment.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.