Key Account Manager (m/f/d)

HalloCharly / Zaitgeist; Berlin; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Direct line to founders

Visible impact for citizens

Central office at Rosenthaler Platz

Job summary

HalloCharly / Zaitgeist is seeking a dedicated rollout lead to implement Charly at municipalities and districts, from kickoff to live operation. You own timelines and align stakeholders across administration, IT, and service providers.

You will serve as the primary executive contact for existing customers, running regular reviews with dashboard metrics, collecting feedback, and translating it into clear product requirements for engineering.

Qualifications

• Several years of experience in key account management, implementation, customer success or project management in software.
• Led rollout projects with multiple stakeholders and cross-functional teams.
• Technical understanding: talk to IT leads about telephony, interfaces and data protection.

Responsibilities

• Own the rollout of Charly at municipalities and districts from kickoff to stable live operation, managing timelines and stakeholder alignment.
• Coordinate the integration with administration, IT departments and municipal IT service providers: telephony, call forwarding, knowledge base and system connections.
• Act as dedicated contact for existing customers at leadership level; run regular reviews with dashboard metrics.
• Collect feedback from municipalities, translate patterns into prioritized product/engineering requirements.
• Coordinate pilots of new features with selected customers and report results to the team.
• Identify expansion potential (more departments, etc.) and develop it with sales.
• Build processes and playbooks to make integrations repeatable and faster.

Skills

Key account management

Implementation

Customer success

Project management

Job description

Charly answers the phone for more than 100 German municipalities: around the clock, in over 30 languages, hosted in the EU. The real work begins with every new contract. Charly has to fit into a town hall's phone system, its responsibilities and its day-to-day work, and that is different in every municipality. You make sure this integration succeeds. After that, you remain the person who knows our customers best. What you hear in the town halls, you bring into the product team, and it shapes how we develop Charly further.

Your Role

You own the rollout of Charly at new municipalities and districts, from kick-off to stable live operation, and keep the timeline and everyone's expectations aligned.

You steer the integration together with the administration, IT departments and municipal IT service providers: telephony, call forwarding, responsibilities, knowledge base and connections to existing systems.

You look after a portfolio of existing customers as their dedicated contact at leadership level, from heads of department to mayors, and run regular reviews with metrics from the dashboard.

You systematically collect feedback from municipalities, spot patterns across customers and turn them into prioritised requirements for product and engineering.

You coordinate pilots of new features with selected customers and bring the results back to the team.

You spot expansion potential (more departments, chat, Schreibtisch, neighbouring municipalities) and develop it together with sales.

You build the processes and playbooks that make our integrations repeatable and faster.

Your Profile

Several years of experience in key account management, implementation, customer success or project management, ideally at a software company with complex rollouts.

You have led rollout projects with multiple stakeholders and keep the overview when the administration, IT service providers and our engineering are at the table at the same time.

Technical understanding: you talk to IT leads as an equal about telephony, interfaces and data protection, and you want to understand how an AI agent works under the hood.

You translate customer needs into clear requirements and can tell a one-off request from a real product need.

You present confidently to leadership, write clearly and listen well.

You enjoy working in a startup: lots of ownership, little process, fast decisions.

Nice-to-have: experience with or in public administration, knowledge of municipal IT landscapes or specialist software, basic SQL.

What We Offer

A direct line to the founders and real influence on the product roadmap.

Visible impact: every day you see citizens get their answers faster.

A beautiful, central office right at Rosenthaler Platz.

28 days of vacation per year.