Lead and shape a worldwide Technical Account Management team dedicated to supporting enterprise clients across a cloud-based customer experience platform. This leadership role is central to driving service excellence, strategic planning, and continuous improvement in both processes and performance metrics.
Key Responsibilities
- Guide a high-performing technical team by defining goals, overseeing execution, and aligning with organizational priorities
- Coach and grow team members, fostering accountability and alignment with company values
- Collaborate with peer leaders on budgeting, staffing, and training strategies
- Design and implement service frameworks for cloud-based solutions, supporting both direct clients and partner networks
- Develop KPIs and performance benchmarks, then lead initiatives to close gaps
- Act as escalation point during critical customer situations, ensuring professional representation
- Engage in pre-sales activities and response planning when needed
- Build strong cross-functional relationships to enhance support quality and service delivery
Qualifications
- Fluency in both English and German is required
- Bachelor’s degree in Computer Science, Engineering, or Business with technical focus, or equivalent experience
- 5–8 years managing technical or customer-facing teams in dynamic environments
- Proven background in cloud and on-premises service delivery models
- Strong understanding of contact center technologies and communications platforms
- Skilled in conflict resolution, negotiation, and executive-level engagement
- Ability to lead under pressure and foster a positive, high-performance culture
Work Environment
Remote work is supported through at least June 30, 2021, with ongoing evaluation of office access. The role requires over 20% travel. Candidates must be located in Germany, with primary hubs in Frankfurt and Munich. The company promotes fairness, inclusion, and collaboration, encouraging ownership and independent impact within a diverse, global team.
