Senior Customer Success Manager (m/w/d) - Retail

About Us

Join Diebold Nixdorf and become part of a team that's automating, digitizing, and transforming how over 75 million people bank and shop in our interconnected, consumer-centric world. We are connecting people with commerce in this vital and valuable role.

Role Overview

As a Senior Customer Success Manager (f/m/d), you will be responsible for the service quality and stability of your customer accounts within the retail environment. In this hybrid role, linked to our Paderborn location, you will manage service processes, coordinate field service deployments, and maintain oversight even in challenging situations. You will work closely with customers and internal departments. This role offers a diverse range of tasks, flexible working conditions, and opportunities for professional and international development.

Responsibilities

• End-to-end responsibility for the operational management of customer accounts, focusing on service quality, stability, and SLA fulfillment.
• Active management of critical customer situations and escalations (e.g., service outages, incident peaks, SLA violations) through to sustainable resolution.
• Management and coordination of field service deployments, installations, and on-site services.
• Ensuring compliance with SLAs, KPIs, and contractual agreements.
• Conducting and moderating service reviews and governance meetings with customers and internal stakeholders.
• Analyzing service performance, incidents, and problem areas, and deriving and implementing improvement measures.
• Close collaboration with internal departments (e.g., Service Delivery, Support, Product, Sales) and external partners.
• Further development of service processes and standards to optimize quality, efficiency, and costs.
• Support in financial management (e.g., billing, invoice disputes, out-of-contract services).
• Identification of optimization and growth potential within the existing customer setup.

Qualifications

Essential:

• Several years of experience (approx. 3-5 years) in Service Delivery, Customer Success, or comparable roles.
• Experience in an operational service environment, e.g., Field Service, Incident Management, or SLA Management.
• Confident handling of critical customer situations and escalations.
• Sound understanding of service processes, KPIs, and SLAs.
• Experience collaborating with complex stakeholder structures.
• Excellent communication skills and a solution-oriented approach.
• High resilience and the ability to set clear priorities under pressure.
• Very good German and English language skills.

Advantageous:

• Experience in the retail, POS, or hardware-related environment.
• Knowledge of ITIL or comparable process understanding.
• Experience in international customer environments and willingness to travel.

Benefits

• Permanent employment contract.
• Flexible work models and predictable leisure time.
• Independent work with significant scope for action.
• Collaboration within an experienced and supportive team.
• Opportunities for personal and professional development.
• Exciting tasks in an international environment.

Why Join Diebold Nixdorf?

Diebold Nixdorf is more than a merger; it's a new company in the age of transformation. For over 150 years collectively, we have been shaping the future, supporting our customers long-term and strategically, and paving the way for innovation. Today, we hold a leading role as a technology driver and enabler in Connected Commerce. We connect the physical and digital worlds of payments to create an even smoother customer experience for consumers – in an omnichannel world that is constantly changing and where consumers expect 24/7 availability.

In this world full of opportunities, we are better positioned than ever to shape the future successfully.

Shape the Future With Us!

Diebold Nixdorf is an equal opportunity employer and values diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To all recruitment agencies: Diebold Nixdorf accepts no CVs from agencies. Please do not forward CVs to our hiring alias, Diebold Nixdorf employees, or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited CVs.