Customer Success Manager, Smart Service (m/f/d)

Every day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do! We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key indus-tries that are shaping the future of the world we live in.

In the IT Smart Services department in Graz, we are looking for a Customer Success Manager, Smart Service (m/f/d).

Your Tasks

• Accountable customer key contact and trusted advisor for success and performance management of Smart Service tools
• Identify areas for improvement and solve customer’s digital business problems with Smart Service solutions which could add value trough innovative products, services or business models
• Requirements engineering: Manage customer’s needs and expectations balancing customer satisfaction and account profitability
• Focus on internal process optimization and improvement of employee or external customer touch points
• Responsible for the delivery of assessments and valuations of assumed business/customer benefits to provide a robust return on investment aligned with customer expectations and added value
• Use of service engineering methods and tool box (i.e. journey and experience maps, CANVAS and VPC, etc.) from “idea to concept” to design and set up workflows and processes
• Work closely with global teams and driving communication and alignments among various stakeholders to analyse and manage dependencies to other digitalization projects within ANDRITZ areas and Group IT
• Manage the customer lifecycle and support the consumption experience of newly developed smart services/products
• Assist for on-boarding of new customers to existing products
• Support and feedback loops to the project management team to bring in the customer perspective
• Detect and manage any challenges or complaints to success and closely working with Smart Service program and IT service teams to find an early resolution and drive corrective actions
• Measure customer satisfaction, lead internal communication and optimize customer relationships
• Ensure compliance with the EAM and PMO framework

Your Profile

• Bachelor's degree or equivalent education
• Minimum of 3 years’ experience in project management
• Positivity, creativity and enthusiasm resulting in excellent interpersonal and communication skills
• Extreme focus on customer experience, understanding the voice of the customer
• Build relationships with clients and co-workers and commit to a high level of service
• Team player able to demonstrate high team collaboration skills also in problem solving situations
• Strong organizational and process skills, sense of responsibility and analytical thinking
• Service Engineering and Innovation Management skills in business modeling and agile working methods
• Knowledge of requirements handling and management
• Excellent written and verbal communication skills in German and English
• Experience in process improvement initiatives (Kaizen, Lean Six Sigma) is a plus
• Experience in machine and plant engineering processes and related systems is a plus

Our Offer
Andritz AG offers a secure job in an innovative and international company with long-term development
opportunities.

• Talent & leadership programs
• Flexible working time model
• Home office option
• Various employee discounts
• Subsidized company restaurant
• Parking spaces & public accessibility

In Austria we are legally obliged to announce at least a gross monthly salary of € 3.491,24 for this position.
Depending on qualifications and professional experience we offer you a market-based salary.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.