Technical Account Manager

Strategic relationship management:

• You will be the main point of contact for Platinum customers and will build strong, strategic relationships.
• You understand your customers' goals and challenges and develop customized success plans.
• You understand customer-specific operational, contractual and service reporting requirements and ensure that service reviews and customer communication are aligned accordingly.

Onboarding & product usage:

• You ensure a smooth start and successful implementation of Doxis solutions.
• You will conduct individual training sessions to maximize product acceptance and usage.

Technical support & problem solving:

• You will be the main contact person for technical questions, analyze complex problems related to Doxis software, operating systems, databases, and networks, and develop solutions together with our specialists.
• You will proactively identify potential problems and ensure that escalations are handled quickly.
• You assess technical issues in terms of customer impact, SLA/KPI relevance, reporting obligations and required follow-up actions.

Product optimization & performance monitoring:

• You monitor product usage, service performance, availability, responsiveness, incident trends and operational KPIs.
• You create customer-ready service reports with clear insights, deviations, risks and concrete recommendations for action.
• You coordinate the collection and validation of reporting data from Managed Services, Support, Cloud Operations, Security, Product and Finance.

Service governance & reporting:

• You prepare and support regular customer service review meetings, including SLA/KPI status, incidents, changes, releases, improvement actions and upcoming updates.
• You help translate contractual reporting requirements into practical internal processes, measurable KPIs, clear ownership and customer-facing report formats.
• You track agreed actions, recurring issues and improvement measures across internal teams and ensure transparent follow-up with the customer.

Account growth & collaboration:

• You identify upselling and cross-selling opportunities that match customer needs.
• You work closely with Sales, Product, Support, Managed Services, Cloud Operations, Security, Compliance and Finance to drive customer success, operational transparency and continuous service improvement.

• You have experience in service management, service governance or operational reporting for enterprise customers, ideally in SaaS, cloud or managed services environments.
• You understand ITIL-based service management processes, especially incident, problem, change, service level and continual improvement management.
• You are able to interpret service level and reporting requirements and translate them into clear KPIs, responsibilities and customer-facing reports.
• You have strong organizational skills and are able to coordinate input from multiple internal teams, manage deadlines and ensure consistent reporting quality.
• You have a strong technical interest, recognize connections, and find suitable solutions to problems that arise.
• Experience with ServiceNow, monitoring, dashboarding or reporting tools is an advantage.
• Whether with customers or colleagues, you communicate confidently in English. German language skills are an advantage.