Director Service Accounts (m/f/d)

The role

The Director Service Accounts will own every live site from Site Acceptance Test onwards. You will ensure sites meet performance targets, manage customer satisfaction, and coordinate software and hardware updates in live operations.

What you will do

• Take over every site at SAT and set standards for documentation, spare parts, and targets
• Own customer impact, satisfaction, communication, and incident escalation
• Manage operational health of live sites against availability, throughput, and pick success targets
• Coordinate rollout of software releases, model updates, and hardware retrofits
• Run hardware updates and retrofits without stopping customer operations
• Track service delivery costs and recurring operational issues
• Prepare sites for peak periods like Black Friday and January returns
• Act as the customer advocate inside Sereact
• Prepare sites for expansion in collaboration with Strategic Accounts
• Report site health through monthly performance reports

Required qualifications

• 8+ years owning live installations of complex automation after go-live (warehouse automation, intralogistics, robotics or comparable 24/7 systems)
• Experience as a service account manager, technical account manager, customer success or service delivery lead
• At least three years leading a team
• Experience building processes while an installed base grew from tens to hundreds of sites
• Technical ability to read a log and follow a root cause
• Commercial ability to discuss performance, cost and growth with operations directors
• Experience running releases, upgrades and retrofit programs in live operations without stopping them
• Fluent English
• Fluent German
• Ability to spend a large part of the week at customer sites

Nice to have

• Another European language
• Subscription or Robotics-as-a-Service models
• goods-to-person and AS/RS integrations
• e-commerce, returns or grocery fulfilment
• experience in both a scale-up and an established automation vendor

Benefits

• Equity
• Travel, accommodation and meals covered when on site

Before you apply

• Conversations with VP Operations and founders
• A working session on a real case from one of the live sites
• Time with the team in Stuttgart

About the company

Sereact builds the robot brain for physical work using the Cortex foundation model. Founded in 2021 in Stuttgart, the company has raised more than $145 million.