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Customer Experience Manager (m/f/d)

Position:

Customer Experience Manager (m/f/d)

Location:

Germany

The Company

Work is now defined by what we do, not where we go. The widely distributed workforce is here to stay.

IGEL allows workers to thrive, regardless of the environment, while organizations retain full management, control, and security of user endpoints. IGEL secures and simplifies digital workspaces in healthcare, finance, retail, higher education, government, and manufacturing organizations around the world. All we’re missing is: YOU.

The Role

As part of the Customer Experience team, you will own the relationships with your customers, connecting with key business executives and IT stakeholders (this role demands interaction with customers at the senior level, as well as with technical staff within the IT organization) to help them to understand the product, gather feedback, drive customer growth, Product Adoption and understanding of their strategic business needs and goals. Long-term satisfaction of our customers is your success!

Responsibilities

  • Proactively manage your customer portfolio to ensure greatest customer experience and prevent churn
  • Develop trusted advisor relationship with customers and executive sponsors to drive IGEL product adoption and ensure customers are using the IGEL solution to achieve full business value
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution, while communicating effectively with customers
  • Able and willing to travel for on-site customer visits as required by the business (Up to 25%)

Qualifications

  • A minimum of 3 years of experience in a customer-facing role (such as Customer Success, Technical Account Management, Professional Services, Sales Engineering, or strategic customer service)
  • Experience in consulting or pre-sales, experience in both is ideal
  • Strong empathy for customers and passion for revenue and growth
  • Strong communication, consultative, influence and presentation skills
  • Willingness and desire to engage with both Business Decision Makers and IT Decision Makers
  • Willingness to learn and adapt
  • Domain level understanding of Cloud Infrastructure & End User Computing
  • Understanding of end user computing products, solutions, and services
  • Familiarity with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services, Azure Virtual Desktop, Amazon Workspaces)
  • Understanding of desktop and server operating systems software, performance and debugging tools, scripting and automation (Windows, Linux), understanding of TCP/IP, routing and remote protocol
  • Capability to understand technical documentation

WE OFFER

  • A thorough induction into the company and our products
  • A workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
  • Competitive salary and great IT equipment
  • Individual further training opportunities for your career
  • Flexible working times, so that you can combine your demanding work with your private goals and requirements
  • A highly motivated team that is already looking forward to your support and to developing strategies and achieving common goals together with you

… and much more!

 

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives.

 

Have we caught your interest? Apply now via our online applicant portal.

If you have any questions about the position or application process, our HR team is happy to assist.

Lisa Ertel
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen

Tel.: 0421-520-94-2000

 

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

 

Interested in the position?

Apply Now
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