Customer Success Account Manager (IT Services)

TL;DR

Customer Success Account Manager (IT Services): Managing the overall customer experience and service delivery throughout the contract lifecycle with an accent on SLA/KPI monitoring and cross-functional coordination. Focus on driving customer satisfaction, resolving complex escalations, and identifying growth opportunities through service improvements.

Location: Hybrid in Bratislava, Slovakia

Company

Global provider of software and cloud solutions helping organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

What you will do

• Manage the overall customer experience throughout the contract lifecycle, ensuring expectations are aligned and proactively managed.
• Coordinate end-to-end service delivery with Sales, Presales, Project Management, and technical teams.
• Monitor service quality, including SLAs, KPIs, contractual obligations, timelines, incidents, and risks.
• Prepare service performance reports and conduct regular service reviews focused on CSAT and corrective actions.
• Act as the main coordination point for escalations, ensuring clear communication and timely resolution.
• Support renewals, up-sell, and cross-sell opportunities by identifying customer needs and service improvement areas.

Requirements

• Experience in Customer Success, Service Delivery, Account Management, or IT services.
• Strong understanding of service delivery processes, SLAs, KPIs, incident management, and escalation handling.
• Ability to work effectively in a matrix organization and coordinate multiple stakeholders.
• Fluent/professional Slovak and English, both written and verbal.
• Excellent communication skills with the ability to translate service topics into clear business language.

Culture & Benefits

• Work within a global team spanning over 70 countries.
• Continuous learning opportunities and professional growth in a fast-evolving technology landscape.
• Collaborative environment where individual contributions and ideas make a real impact.
• Committed to equal employment opportunities and inclusive workplace accommodations.