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Rocken is a leading system integrator for Cisco Contact Center, operating internationally. The company implements solutions, develops software products, and offers cloud-based collaboration services. It is the largest Cisco Contact Center partner in Europe, with diverse and supportive teams.
Responsibilities
* Manage customer relationships in complex IT service environments.
* Ensure performance of SLAs and KPIs, focusing on quality, efficiency, and customer retention.
* Analyze service results and develop strategic improvements.
* Lead transition projects, ensuring smooth transfer of IT projects into stable operations.
* Identify new service potentials to support sales efforts.
* Coordinate contract details, change requests, and escalations with clients and partners.
* Maintain clear understanding of customer objectives at operational level.
* Build long-term trust through proactive consulting and structured communication.
* Lead and develop interdisciplinary service teams.
Qualifications
* Broad IT understanding with a commercial or technical background.
* Experience in strategic customer management, especially in IT.
* Good knowledge of managing international service providers and outsourcing processes.
* ITIL knowledge and understanding of business processes in digital environments.
* Strong communication skills, empathy, and solution-oriented thinking.
* Structured, results-oriented work style with high quality standards.
* Presentation skills at management level and confidence in escalation management.
Additional Information
Apply at https://rocken.jobs
Create your profile at https://rocken.jobs/application/profil-erstellen/
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industry: Internet Publishing
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