Customer Success Manager

Please note, we are also considering candidates who are UK based, within commutable distance to our Head Office in Woking. They would be required to be fluent in written/spoken German and English.
About
Motion Applied Connected Intelligence is a leading provider of connectivity solutions for the transport and mobility sector, delivering innovative technology that helps operators and passengers stay connected wherever they travel.
Drawing on our Formula One heritage, we combine advanced technology, data-driven insights and managed services to solve some of the industry's most complex connectivity challenges.
Whether enhancing the passenger experience through reliable onboard WIFI connectivity or supporting critical operational systems onboard, Motion Applied enables their customers to operate more efficiently and deliver a reliable, connected journey.
Purpose of the Role
As a Customer Success Manager at Motion Applied, you will be responsible for the delivery, performance and continual improvement of our services across a portfolio customers.
This role combines ITIL Service Delivery Management and Account Management responsibilities. You will ensure services are delivered in line with agreed SLAs, operational performance targets and customer expectations whilst driving ongoing customer satisfaction, retention and growth.
The role will act as the primary customer contact for operational, service and day-to-day enquiries and escalations, working closely with customers, suppliers and internal teams to deliver excellent service outcomes for our customers.

Key Responsibilities

Service Delivery

• Own service delivery across assigned customer accounts.
• Monitor and manage SLAs, KPIs and service performance.
• Lead customer and supplier service reviews and regular operations meetings.
• Act as the escalation point for major incidents and service issues.
• Drive ITIL best practices across Incident, Problem, Change and Service Level Management.
• Lead continual service improvement initiatives.
• Ensure successful transition of projects into live operational support.
• Manage our tiered support teams to ensure best practice and high-quality service output.

Customer Success & Account Management

• Lead customer onboarding and adoption activities.
• Ensure delivery of agreed customer outcomes and success metrics.
• Drive customer satisfaction, retention and account growth.
• Manage change requests and generate commercial quotations where necessary.
• Support in reviewing and responding to requirements for new bids, renewals and contract extensions.

Supplier & Commercial Management

• Manage supplier and partner relationships where required to support service delivery.
• Conduct supplier performance reviews and service governance meetings.
• Support contract management and standard commercial activities.
• Work with Finance to support invoicing and timely customer payments.

Skills & Experience
Essential

• Experience in Service Delivery Management, Customer Success or IT Service Management.
• Strong understanding and experience in practical application of ITIL principles.
• Experience managing customer-facing services against SLAs and KPIs.
• Strong customer, stakeholder and supplier management skills.
• Commercial awareness and experience.
• Experience with ITSM platforms.
• ITIL Foundation certification or higher.
• Excellent communication, organisational and problem-solving skills.
• Fluent in English and German, both written and spoken.

Desirable

• Experience within transportation, rail, connectivity or technology sectors.

Skills & Experience

• Germany (Munich) or UK (Woking). Travel to Frankfurt expected ~monthly.