Head of Customer Service & Support

Job description

The position The Service Management function is responsible for managing and strengthening relationships with designated strategic customers, while ensuring that best software development practices are applied across customer deliveries. The goal is to secure high customer satisfaction and enable long-term value creation. The team operates as a central coordination point between customers, sales, and delivery operations, combining strong commercial understanding with a customer-focused service mindset. Its responsibilities include measuring and monitoring customer satisfaction, proactively identifying risks or gaps, and taking clear ownership of issue resolution. The function coordinates the day-to-day activities needed to support strategic accounts and handles both commercial and technical customer requests in line with contractual commitments. It also plays an important role in renewals, add-on sales, and upsell opportunities, while continuously developing the DevOps models and service practices used in customer deliveries. You: You have a strong background in leading and developing professional services sales and delivery functions, combined with proven commercial experience. Yo...