Customer Success Analyst (f/m/d)
Hanauer landstraße 298, Frankfurt
Overview
The Customer Success Analyst (CSA) supports the Customer Success department to ensure that the contractually agreed services are delivered for local accounts. In this role you are accountable for the end to end holistic delivery of the agreed operational service for strategic customers, managing the customer interface on all elements of the operational contract across all internal departments, processes and people.
Your Role
- Managing customer expectations, enquiries and requests and delivering an exceptional customer support during the whole customer life cycle according to the SLA
- Coordinating Customer Success support, including scheduling and coordination with international and local departments
- Creates reports and analysis (SLAꞌs, enquiries, complains) as needed and communicating effectively with customerꞌ s decision makers and affected internal teams
- Ensuring effective program management of account escalations, prioritizing and driving prompt resolution on escalated customer issues
Your Profile
- Vocational degree in a commercial field (e.g. Hotel Management Assistant, Travel Agent, Retail Dealer)
- Min. 2 years of working experience in customer relationship in telecommunication or data center sector
- Basic knowledge in working within defined KPIꞌs and schedules
- Experience and know-how in contract and SLA management, Continuous Service Improvement and/or Process Management
- ITIL Foundation certified
- Fluent in English and German
Benefits
- Open door culture with short communications paths and flat hierarchies
- Personalized onboarding plan (buddy system), education programs
- Personal development options in a fast-growing environment
- Extensive social benefits (Digital meal vouchers, bike leasing, pension plan, etc.)
- Many extras like free drinks, fresh fruit, or cool team events
Interxion: A Digital Realty Company in Germany
Our offices in Frankfurt and Düsseldorf are located in the center of the fast-growing German market. As the most connected city in Germany, Frankfurt is home to many network and service providers, which makes it the world leading interconnection hub. Our location in Düsseldorf is the main stop on the crucial Internet highway between Frankfurt and Amsterdam, which serves the Rhine-Ruhr metropolitan region and hosts all leading IP transit and Ethernet service providers. Join one of our teams in Germany and work closely with our local and international teams to provide our customers with a consistent, high quality service.
