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

• 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)

• 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

• Distinctive customer orientation and strategic thinking

• Analytical strength and data-based decision-making skills

• Assertiveness and hands-on mentality

• Very good Swiss German and English skills