20 beste Stellen als customer success in gilching, by – aktuell auf Personalsuche

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Service Customer Success Manager (f/m/x) Germany & Italy

Smith & Nephew -
München

Jetzt bewerben

Details zur Stelle

Vollzeit
75.000 € – 112.500 € pro Jahr

Leistungen

Firmenfahrrad-Leasing
Homeoffice-Möglichkeit
Employee Assistance Program

Qualifikationen

Kundenberatung
Kontinuierlicher Verbesserungsprozess
Wirtschaft

Vollständige Stellenbeschreibung

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Are you passionate about leading teams, improving service delivery and making a real impact for customers? This is an opportunity to take ownership of a regional Service Customer Success organisation and play a key role in shaping how we support customers across Germany and Italy. Based in Munich, this role offers the chance to combine people leadership with hands on operational involvement in a dynamic, international environment.

As Service Customer Success Manager, you will lead and develop a high performing team responsible for delivering outstanding customer service and after sales support. You will set the direction, ensure the right capabilities are in place and stay close to day to day operations, stepping in where needed to keep service running smoothly. Working closely with cross functional partners, you will drive standardisation, improve processes and maintain strong operational control while ensuring customer expectations and contractual commitments are consistently met.

What will you be doing?

Team Leadership and Capability: Recruit, lead, coach, motivate, develop and performance manage the team to deliver the best possible customer outcomes. Ensure the right team capability, structure and resourcing are in place to meet customer demand and achieve service KPIs across Germany and Italy.
Processes, Systems and Continuous Improvement: Implement and maintain policies, procedures, systems and ways of working aligned with global service strategy, market requirements and customer needs. Drive standardization, process compliance, simplification and continuous improvement to enhance productivity and service quality.
Operational Delivery and Customer Support: Provide hands-on operational support and backup to the team when necessary across Germany and Italy.
Operational Control, Stakeholder Management and Financial Performance: Ensure effective control of customer product returns (recalls, complaints, adverse events) and maintain accurate install base records. Actively manage end-to-end repair coordination and after-sales support activities, ensuring customer expectations and contractual obligations are met. Provide regular reporting to internal stakeholders and ensure alignment across functions to maintain the correct operational direction. Support strong operational and financial performance through service administration, invoice accuracy and capture of billable service activities.

What will you need to be successful?

Success in this role comes from balancing people leadership with operational excellence and a strong customer mindset. You will thrive if you bring:

Relevant professional training (Berufsausbildung) or University Degree in e.g. Business, Supply Chain or Service Management
Min. 5 years of relevant experience in Customer Service / Service Management / Service Operations or equivalent
Preferred: Experience in the Medical Devices industry and/or complex B2B environments
Proven experience leading and developing teams within customer service, operations or service management environments
The ability to manage complexity across multiple countries while maintaining clear priorities and strong stakeholder alignment
A hands on, proactive approach with a focus on continuous improvement and service quality
Strong communication skills, confidence working with systems such as SAP, Salesforce or ServiceMax
Willingness to travel occasionally (30%)
Very good language skills in German and English (written and spoken), Italian skills are a plus

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: We are committed to Welcoming, Celebrating and Thriving. Learn more about our Culture on our website or on kununu .
Benefits: Generous Annual Bonus and Pension Schemes, Save As You Earn share options.
Work/Life Balance: 30 Vacation Days per year as well as one extra day off each year for volunteering activities, so we can give back to our communities!
Your Wellbeing: Employee Assistance Program (Mental Health), Life/Accident Insurance and much more
Flexibility: Adaptible working hours and possibility to partly work from home
Workplace: Beautiful new office in the center of Munich with state-of-the-art facilities and technology
Extra Perks: We offer discounts on fitness clubs and local public transport as well as bicycle leasing (JobRad)

Please apply with your CV (PDF, English) and feel free to not include personal information like e.g. age, photo, nationality or family status.

Smith+Nephew is an equal opportunity employer. Applicants will receive consideration for employment without regard to their personal background.

Smith & Nephew GmbH, Merve Krabbenhöft (she/her), Talent Acquisition Specialist, Rosenheimer Str. 116A, 81669 München

The anticipated base compensation range for this position is €75,000 – €112,500 EUR annually.
The actual base pay offered to the successful candidate will be based on objective, job related factors including (but not limited to) relevant skills, qualifications and experience, scope and responsibilities of the role, geographic location and internal equity considerations. Compensation decisions are made using consistent and gender neutral criteria, in line with applicable pay transparency laws. This role has been evaluated within our internal job architecture and mapped to a defined pay band to ensure consistency and fairness.

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Stay connected by joining our Talent Community .

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited. , life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.

Jetzt bewerben

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