Head of Customer Success & Service Delivery (m/w/d)
Core
Lead the operational and strategic responsibility for contract customers and build a new, high-performance Customer Success & Service Delivery team.
Role type
Senior leadership Customer Success & Service Delivery Head
Builds
Customer success operations, service delivery processes, and a dedicated team
Domain
IT, Cloud, and Infrastructure services
Required skills
Team leadership, ITIL knowledge, SLA management, incident management, contract negotiation, budget forecasting, KPI analysis, CRM proficiency
Preferred skills
Strategic thinking, data-driven decision making, conflict resolution, hands-on operational experience
Technologies
HubSpot, CRM systems, modern sales and service tools
Responsibilities
Define structures and processes for customer success, ensure service quality and SLA compliance, manage escalations and incidents, support contract renewals and commercial topics, analyze KPIs and derive process improvements, actively participate in operational customer contact
Seniority
Senior, hands-on leadership