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

ANDRITZÖsterreich Vollzeit1 month ago

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 

  • 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.

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Katharina Pötz
Human Resources