Own end-to-end delivery and operational performance for a key strategic customer, ensuring exceptional service levels and long-term success.
Be the single point of accountability for the customer account, relationships, escalation management, and resolution of complex customer issues.
Lead a cross-functional team within a matrix structure (detailed below) with full accountability for these resources.
Drive release planning and customer communication, ensuring transparency and expectation management on product updates and delivery timelines.
Build strong, trust-based relationships with senior customer stakeholders, particularly in enterprise environments.
Identify risks, dependencies, and operational gaps within the customer experience, and proactively implement improvements to enhance service delivery.
Ensure internal alignment and prioritisation of customer needs, balancing business objectives with customer expectations.
Support continuous improvement of delivery processes, contributing to scalable and efficient customer operations.
Lead complex onboarding and rollout for large-scale enterprise organisations, ensuring structured, efficient, and scalable adoption.
Prioritise and drive delivery of critical features, fixes, and enhancements by aligning customer needs with Product and Engineering roadmaps.
Manage and escalate critical topics executive sponsors, ensuring the right information is made visible for timely decision-making at the highest level.
Own service performance against SLAs, ensure the team is delivering clear reporting, insights, and continuous improvement initiatives to ensure operational excellence and customer satisfaction.
Requirements
10+ years of experience in public sector service delivery, customer operations, or technical account management within a SaaS or technology environment.
Proven experience managing complex, high-value public sector customers.
Experience working closely with Product and Engineering teams to prioritise and deliver critical features, fixes, and enhancements in line with customer and business needs.
Demonstrated ability to engage with and escalate to executive stakeholders, effectively communicating risks, priorities, and decisions in high-impact situations.
Strong understanding of SLA management, service performance monitoring, and reporting, with the ability to translate data into actionable insights and improvements.
Proven experience leading onboarding and rollout for large-scale public sector customers, including complex stakeholder environments and structured implementation programs.
Strong experience in triage, escalation management, and cross-functional coordination in a fast-paced environment.
Demonstrated ability to lead delivery planning, including release coordination and stakeholder communication.
Excellent stakeholder management skills, with the ability to engage and influence at senior levels.
Fluency in German and English is required.
Strong problem-solving mindset with a proactive, ownership-driven approach.
Benefits
A yearly education budget of 1000 EUR to support your professional growth.
Urban Sports Club membership to help you stay balanced and healthy.
Flexible working arrangements work from our Berlin office or remotely within Germany.
Daily fresh breakfast, fruits, snacks, and barista-quality coffee in our Berlin office.
Equal opportunity employers we celebrate diversity and are committed to creating an inclusive environment for all employees.