Customer Success Manager - Customer Experience

Role

Full-time

Permanent

Mid

Customer Service

Logistics

Zürich

On-site

Closes in 30 days

Requirements

3+ yrs exp

Bachelor's

EU/EFTA permit

Skills

Roadmap developmentPower PlatformChange ManagementCommunication SkillsMicrosoft DynamicsCRM architectureNegotiationStakeholder engagementCopilot StudioCustomer experience optimizationProduct insightTechnical leadership

Languages

German C1

English B2

Description

Du begleitest unsere Kunden langfristig bei der Weiterentwicklung ihrer Customer-Experience- und CRM-Lösungen und sorgst dafür, dass diese kontinuierlich Mehrwert schaffen. Du identifizierst gemeinsam mit unseren Kunden neue Optimierungs- und Digitalisierungspotenziale in Marketing, Vertrieb und Kundenservice Du analysierst neue Anforderungen, priorisierst diese gemeinsam mit den Stakeholdern und entwickelst Roadmaps für die erfolgreiche Weiterentwicklung der Lösung. Du übernimmst die Verantwortung für Qualität, Termine und Budget deiner Weiterentwicklungsprojekte und Changes. Du koordinierst die Umsetzung von Anforderungen mit Consultants, Architekten, Entwicklern und dem Service Desk. Du stellst einen stabilen Betrieb sicher und sorgst dafür, dass Incidents, Changes und Weiterentwicklungen effizient umgesetzt werden. Du berätst unsere Kunden beim Einsatz neuer Technologien innerhalb des Microsoft-Ökosystems, insbesondere Dynamics 365, Power Platform, Customer Insights und Copilot. Du präsentierst als Multiplikator neue Komponenten, die wir erfolgreich bei anderen Kunden im Einsatz haben und die deine Kunden in ihrem Business unterstützen können Du präsentierst Fortschritte, steuerst Risiken und stellst sicher, dass der erwartete Business Value erreicht wird Du entwickelst langfristige Kundenbeziehungen und etablierst dich als vertrauenswürdiger Sparringspartner für Fachbereiche und Management. - Du arbeitest eng mit unseren Customer-Experience-Teams zusammen und trägst aktiv zum Erfolg unserer Kunden bei.

Responsibilities

Support customers in the long-term development of their Customer Experience and CRM solutions.
Identify new optimization and digitization potentials in marketing, sales, and customer service.
Analyze new requirements, prioritize them with stakeholders, and develop roadmaps for successful solution development.
Take responsibility for quality, deadlines, and budget of your development projects and changes.
Coordinate the implementation of requirements with consultants, architects, developers, and the service desk.
Ensure stable operations and efficient implementation of incidents, changes, and developments.
Advise customers on the use of new technologies within the Microsoft ecosystem, especially Dynamics 365, Power Platform, Customer Insights, and Copilot.
Present new components that we successfully use with other customers to support their business.
Present progress, manage risks, and ensure that the expected business value is achieved.
Develop long-term customer relationships and establish yourself as a trusted sparring partner for departments and management.
Work closely with our Customer Experience teams and actively contribute to the success of our customers.

Requirements

Completed studies at the tertiary level (university or university of applied sciences), ideally in business informatics, business administration, or a comparable field.
Several years of experience in managing IT projects, preferably in the CRM or Customer Experience environment.
Experience in the Microsoft ecosystem, especially with Dynamics 365, Power Platform, and Copilot, or with comparable CRM platforms.
Experience in working with customers and demanding stakeholders.
Strong communication and negotiation skills.
Structured, solution-oriented working style and a high sense of responsibility.
Excellent Swiss German and very good English skills.
Work location: Zurich, Bern, or Basel and willingness to travel within Switzerland.

Tech stack

Dynamics 365Power PlatformCustomer InsightsCopilot

Benefits

Training from day 1: We support you financially and temporally in your personal and professional development.
Strong corporate culture: Open communication, helpfulness, authentic collaboration, and a true learn-it-all mindset.
Live New Work: Flexible workplaces, workation in Europe, and cultural exchange with colleagues from Spain.
Team spirit: Work with motivated people who want to move forward together and learn from each other.
Scope for design: You can actively shape and create real added value for customers and the team.
Top working environment: Modern equipped offices, including in the Circle at Zurich Airport, in PostParc in Bern, and in prime locations in Basel.

Company

isolutions

Software