Director, Defense & Security Customer Success

Bittium; Oulu; Hybrid; EUR 130,000 - 180,000; Full time

Job summary

Bittium is seeking a Director of Customer Success Management to lead post-sales customer experience across its Defence & Security products. You will define service offerings, SLAs, and the operating model, and run the service desk while ensuring continuous delivery of features, training and expansions.

The role reports to the SVP Intelligent Connectivity and is part of the area’s leadership team. Hybrid work is possible in Oulu, Tampere and Espoo.

Qualifications

• Proven leadership in customer success or service management for technical B2B/B2G environments.
• Experience building scalable service models, SLAs and roadmaps.
• Ability to communicate with customers at multiple levels and manage escalations.

Responsibilities

• Build and lead the Customer Success Management function and Managers.
• Productise Defence & Security support offerings with standard SLAs and operating model.
• Run service desk and support channels; coordinate L1-L3 ownership.
• Lead handling of escalations, reclamations, warranty issues and major incidents.
• Own the service roadmap with updates, training, expansions and renewals.
• Coordinate hypercare after production deployment with Delivery and R&D.

Skills

Leadership

Customer success

Service management

Tools

Ticketing system

Job description

Bittium is seeking a Director of Customer Success Management to lead post-sales customer experience across its Defence & Security products. You will define service offerings, SLAs, and the operating model, and run the service desk while ensuring continuous delivery of features, training and expansions.

The role reports to the SVP Intelligent Connectivity and is part of the area’s leadership team. Hybrid work is possible in Oulu, Tampere and Espoo.