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
• are able 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.

We Offer: