Head of Service Customer Success / Support | Remote | Fulltime

Take ownership of Peakboard’s service organization and lead Consulting and Support within an innovative Industry 4.0 environment. In this leadership role, you will develop and execute an integrated service strategy, ensure an outstanding customer experience, and drive the continuous improvement of processes, KPIs, and team performance. You will work closely with Sales, Product Management, and Engineering while being responsible for service quality and customer satisfaction across the entire customer journey. Peakboard offers a dynamic tech environment, modern working culture, flexible work arrangements, high levels of autonomy, and strong career development opportunities. This role is ideal for experienced leaders in Service, Consulting, or Support with a technical mindset and a strong customer focus.

Your Responsibilities:
Lead, coach, and develop the Service team across Consulting and Support.
Further develop the Consulting business with a focus on billable services, sustainable revenue growth, and high resource utilization.
Ensure an outstanding customer experience throughout the entire customer journey, from project implementation to ongoing support.
Develop and execute an integrated service strategy that aligns Consulting and Support while ensuring close collaboration with Sales, Product Management, and Engineering.
Take ownership of service quality, customer satisfaction, SLAs, and response times.
Optimize processes, KPIs, and tools across Consulting and Support.
Manage and prioritize customer projects, including handling escalations in critical situations.
Oversee budget and resource planning for both service areas.
Act as the primary point of contact for strategic key accounts on all service-related matters.

Your Profile:
You have several years of experience in Service, Consulting, or Support Management, ideally in a SaaS or IT environment.
You have proven leadership experience with the ability to motivate, coach, and develop Consulting and Support teams.
You have experience building and managing consulting organizations with responsibility for revenue growth and business performance.
You have a solid technical understanding of software systems and can analyse complex interactions between applications, databases, and networks to develop practical solutions.
You combine a strong customer focus with a structured, solution-oriented approach to your work.
You have experience implementing and optimizing service processes, project methodologies, and ticketing systems.
You are an analytical and strategic thinker with a hands-on mindset.

We'd love to get to know you! If you're excited about shaping the service organization of an innovative software company, developing teams, and taking customer service to the next level, apply now and become part of Peakboard.

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