Cloud Service Manager (IoT, SaaS)

TL;DR

Cloud Service Manager (IoT, SaaS): Managing SaaS deliverables and customer experience for major international SaaS customers, focusing on long-term satisfaction and value maximization with hirify.global’s ThingWorx IoT platform. Focus on establishing governance models, coordinating resources for issue resolution, and executing risk mitigation plans to sustain business growth and profitability.

Location: Remote, Germany

Company

hirify.global develops software that integrates physical and digital worlds, enabling companies to enhance operations, create superior products, and empower their workforce.

What you will do

• Represent hirify.global with major international SaaS customers, including top-tier Fortune 500 companies.
• Ensure long-term customer experience and satisfaction with hirify.global’s Internet Of Things (IoT) SaaS/Cloud offering.
• Establish and handle governance model and Cloud Services reviews with customers.
• Act as the main point of contact for escalations, coordinating hirify.global ThingWorx eco-system resources to resolve customers’ issues.
• Deploy repeatable processes and best practices using the Cloud Services ITIL framework.
• Analyze and report on customers' system performance metrics to assist with business model strategies for SaaS services.

Requirements

• Bachelor’s degree in computer science or a related field.
• 10 years of experience in Cloud or SaaS client service or account management functions.
• 5 years experience managing IT systems.
• Motivation for client services and account management.
• Ability to travel to customer site.
• English: Fluency required; German or French is a plus.

Nice to have

• Background in Program Management: PMP & ITIL background or certification.
• Background in Enterprise software implementation or support.

Culture & Benefits

• Opportunity for team members to explore, learn, and grow.
• Work with cutting-edge technologies to transform the physical world.
• Emphasis on showing up as you are and collaborating with talented industry leaders.
• Passion for problem-solving through innovation.
• Commitment to handling Personal Information responsibly and in accordance with applicable laws.