About this job

Your creative freedom

In this key position, you will be responsible for the holistic management of our customer service management in existing customer business. You ensure that our customers receive a consistent, high-quality customer experience and strategically develop our service organization.

Strategy & Governance

• You develop and implement our customer service management strategy
• You manage the entire customer lifecycle and optimize customer experience, retention and loyalty

Management & organization

• You will take on the disciplinary leadership and development of our customer service management teams
• You have overall technical responsibility for methods, standards and governance in customer service management
• You develop a powerful, customer and growth-oriented culture
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• You are responsible for budget, resource and forecast planning

customer management

• You manage our existing customers together with the lead customer service managers
• You take over escalation management in critical customer situations
• You establish structured customer governance formats

Performance & growth

• You define and manage relevant KPIs (e.g. customer satisfaction, retention, revenue, SLA compliance)
• You identify and realize growth potential in existing customer business (upsell, farming)
• You regularly report to management and steak holders (international contacts)

Collaboration

• You work closely with sales, delivery, product management, marketing and international units
• You ensure a consistent end-to-end customer journey

That's why you fit in with us

Technical requirements:

• Completed degree (e.g. computer science, business informatics, business administration or comparable)
• Several years of experience in B2B customer management or service management
• Many years of management experience (min. 10 years)
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• Outstanding knowledge of the Swiss IT market and existing customer contacts
• Experience in an IT/cloud environment as well as proven continuing education in AI are desired
• Knowledge of agile methods is a plus

Personal competencies:

• Strong leadership and communication skills
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• Distinctive customer orientation and strategic thinking
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• Analytical strength and data-based decision-making skills
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• Assertiveness and hands-on mentality
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