customer support
Posted 3 weeks agoService Customer Success Manager (f/m/x) Germany & Italy
Hybrid
Responsibilities
- Ensure the right team capability, structure and resourcing are in place to meet customer demand and achieve service KPIs across Germany and Italy.
- Drive standardization, process compliance, simplification and continuous improvement to enhance productivity and service quality.
- Operational Control, Stakeholder Management and Financial Performance: Ensure effective control of customer product returns (recalls, complaints, adverse events) and maintain accurate install base records.
- Support strong operational and financial performance through service administration, invoice accuracy and capture of billable service activities.
Requirements
- You will thrive if you bring: Relevant professional training (Berufsausbildung) or University Degree in e.g.
- 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
Benefits
- 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.
Additional details
- 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.
- Operational Delivery and Customer Support: Provide hands-on operational support and backup to the team when necessary across Germany and Italy.
- 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.