Head of Customer Excellence (Customer Success & Service / AMS) | Department Head of Customer Excellence (Customer Success & Service / AMS) (m/w/d)
Fink IT-Solutions GmbH & Co. KG
Job Summary
As the Head of Customer Excellence, you will lead the strategic and operational management of the Customer Success and Application Management Services (AMS) departments. Your primary mission is to enhance customer satisfaction, retention, and value realization through a unified operating model. You will oversee first-level support, proactive customer development, and service delivery, ensuring a consistent experience from onboarding to renewal. This role involves managing service performance via SLAs, leading escalations, and establishing an 'Operating Cadence' including QBRs and Health Scores. You will work closely with Sales and Delivery teams to manage churn and drive expansion. This position is ideal for a leader who enjoys building structures, processes, and governance in a modern cloud environment. The role offers a dynamic work culture with high flexibility, including mobile work and international 'workation' options, while contributing to the digital transformation of global market leaders.
Required Skills
Education
University degree (e.g., Business Informatics, Business Administration) or a comparable qualification with relevant experience in IT customer care.
Experience
- Several years of professional experience in Customer Success and Service Management
- Several years of experience in the SAP S/4HANA environment, including (sub-)project management
- Proven leadership experience (disciplinary and/or functional)
- Experience in building operating models, processes, standards, and governance (QBR/MBR)
- Demonstrated experience in managing service performance and escalation at the management level
Languages
Additional
- Willingness to travel is required. The role involves working with modern cloud environments and requires the ability to lead communications in critical customer situations at the management level. Location: Würzburg (with mobile work options).