Customer Service Manager (m/f/d)

Become Customer Service Manager (m/f/d) at Retarus.

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Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

What we offer

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• Health insurance portfolio, including dental, vision, life, and disability insurance options, as well as a health savings account
• High-standard 401(k) plan (with one of the leading providers)
• Competitive vacation package and paid sick days
• Flexible/Mobile working
• Childcare contribution and birth bonus
• Employee referral bonus
• Paid parental leave options
• Public commute tax program
• Team events
• Free snacks and drinks in the office
• Gym in the office building

• What you´ll do
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• Act as the primary point of contact for selected national and international Service Management customers
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests in line with Retarus standards, culture, SLAs, and compliance requirements
• Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery
• Monitor KPIs and contractual targets and ensure adherence to defined service standards
• Prepare service reports and lead service review meetings with customers and internal stakeholders
• Actively manage customer escalations and act as the key escalation point for critical incidents and issues
• Coordinate internal and external communication throughout the customer lifecycle and during incidents
• Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas

• What you'll need
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• Successfully completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
• At least 3 years of professional experience in Service Management, ideally within an IT-driven environment
• Solid understanding of IT service management principles and processes
• Familiarity with project management tools, methodologies, and frameworks such as ITIL or ISAE 3402
• Experience in managing complex customer relationships and service delivery in a regulated environment
• Initial experience in leading teams, projects, or acting as a deputy
• Strong analytical and organizational skills with the ability to manage multiple priorities
• A proactive, solution-oriented mindset and strong communication skills
• Ability to manage escalations and critical situations in a structured and confident manner
• Commitment to continuous learning and professional development
• Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are a plus
• Fluency in English; additional languages are an advantage

• What you can expect
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• At Retarus, you will work on impactful and dynamic projects, with real opportunities to ma