Manager of Customer Success Management

We are looking for a motivated, customer-centric, high-ownership and commercially aware Manager of Customer Success Management (x|f|m) based in Göttingen, Germany (Sartorius Stedim Biotech GmbH) or in Aubagne, France (every European location would be considered). This is a fantastic opportunity to lead a team driving customer-centric projects that align with business goals, ensuring high customer satisfaction. This role involves strategic relationship building, crisis management, and performance monitoring with a focus on supply chain and customer experience enhancements. The ideal candidate has strong leadership, communication, and analytical skills, with experience in customer-facing project roles and Supply Chain exposure. This position is available for full-time.

Grow with us – Your Responsibilities

• Accountable for the successful management of projects, attending pre-start meetings, devising a strategic programme of works at the start of the contract and continually monitoring progress to ensure projects achieve targets in respect of safety, time, cost, quality and customer satisfaction

• Build and maintain long-term strategic relationships with key customers

• Lead and develop a team of customer success professionals

• Be the point of escalation for customer account sales teams to facilitate communication between internal functions

• Be the lead for customer related initiatives for the supply of our single use products, collaboration with local involved stakeholders to mitigate risks, fix issues, then feedback to the global function at the Key account

• Responsibility of monitoring and delivering global and customer KPI's i.e., OTIF, journey mapping, CX and scorecards

• Participation as required in regular supply review or business review meetings with internal and external stakeholders to present activities in scope of CSM

• Design and lead cross0functional customer-oriented project management activities

• Collaborate with Sales, Product Marketing, and Supply Chain teams to enhance the customer experience

• To be the coordination between regional Customer Support and global accounts

• Responsibility of working with customers to limit the impact of lead time changes, understanding customer trends and working with supply chain to find solutions

• Proactively drive transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's

• Review of business processes, systems and team skills with relevant stakeholders to identify, develop and deliver best practice initiatives

• Lead core project activities such as customer forecasting, VMI, EDI and new business Integration

 What will convince us

• University degree in business or equivalent professional background (5+ years) in a customer-facing position

• Demonstrable experience in leading cross functional projects

• Experienced in leading and developing teams is essential

• Proven experience in a customer experience or account management role, or something similar

• Exceptional communication, negotiation, and influencing skills

• Proven ability to manage multiple projects efficiently

• Experience in large-scale transformation programmes

• Strong planning, execution, and delivery capabilities

• Proven ability to improve operational efficiency

• A passion for project management and continuous improvement is essential

• Strong risk management and contingency planning skills

• Fluent in English both written and oral

What we offer

As a growing global life science company, stock listed on the MDAX, Sartorius offers a wide range of Benefits:

• Personal and Professional Development: Mentoring, leadership programs, Talent Talks, internal seminar offerings , coaching for managers

• Work life balance: Remote options, flextime, flexible work schedules, sabbaticals

• Large, modern campus: Open office spaces, terraces, company restaurant with vegetarian and vegan options, cozy Italian bistro with ice cream sales, fitness studio and daycare center

• Making an impact right from the start: Comprehensive onboarding, including a virtual online platform even before joining, Welcome Workshops, "buddy" as point of contact

We support diversity and inclusion and welcome applications from people of all nationalities, genders, sexual orientations, religions, ages, disabilities and cultural backgrounds.

About Sartorius 

Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. 

We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application. 

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