We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
1. Strategy, Leadership, and Vision
Manage relationships/agreements with customers focusing on delivering 100% customer satisfaction.
Develop and execute a forward-looking Customer Operations Strategy (Service, Support, and Education) that supports business growth within the SaaS environment and maximizes Customer Lifetime Value (CLV).
Disciplinary and functional leadership of Team Leads across Service Operations and Customer Education, as well as the strategic management of APM interfaces.
Ownership of the Operations budget, resource planning, and the definition and adherence to critical SLAs and KPIs (e.g., CSAT, First Contact Resolution Rate, MTTR).
Accountability to optimize the cost of service per interaction, driving down operational expense/cost to serve as automation is introduced
2. ITSM Transformation and Scaling
End-to-end responsibility for the deployment and continuous development of an AI-First ITSM platform (based on Salesforce, Atlassian Suite and tools of your choice)
Design and implement new, lean processes based on modern frameworks (e.g., ITIL 4), with a clear focus on automation and self-service.
Strategic utilization of Artificial Intelligence (AI) eg. to automate first-level support, optimize ticket triage, and enable proactive support (e.g., predictive service and transparently communicate ROI of ITSM investment.
3. Process and Application Management
Ensure operational excellence and the stability of all customer services.
Work closely with the Product & Engineering Team to optimize processes at key interfaces (Incident Management, Problem Management, Change Management).
Oversee the stability of critical applications (Application Management) and ensure effective communication between Engineering and customers during outages.
4. Customer Education & Enablement
Strategic leadership of the Customer Education area to ensure that customers and partners are optimally trained and enabled (e.g., through knowledge bases, on-demand videos, and scalable training programs).
Utilize customer data and support insights to identify friction points in our products and feed them directly into the product roadmap (Voice of the Customer).
WE'D LOVE TO MEET YOU IF...
Experience: Several years (minimum 7+ years) of disciplinary and strategic leadership experience in Customer Service, Customer Operations, or IT Service Management within a SaaS or technology company.
ITSM Expertise: Proven experience in the conceptualization, selection, and implementation of Enterprise ITSM solutions.
Tech Affinity: Excellent understanding of modern IT architectures, APIs, and the role of Generative AI/ML in customer service.
Leadership Style: Ability to inspire and lead multi-disciplinary teams (Service, Support, Training) in a high-velocity environment.
Communication: Excellent communication and stakeholder management skills to transparently communicate complex issues to the C-level, the team, and customers.
Education: Completed degree (Business Administration, Business Informatics, Engineering, or comparable). ITIL certifications are a plus.