Customer Service Manager (m/f/d)
About The Position
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 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.
Requirements
- 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
- Fluency in English
Nice To Haves
- Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are a plus
- Additional languages are an advantage
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
