Customer Solution Manager (m/f/d)

In this role, you take responsibility for managing our customers throughout the use and operational phase of our solutions—from the transition of a solution into operational use through to stable operations and continuous improvement.

You ensure that our solutions deliver the intended customer value over the long term, that customer requirements are brought into the organisation in a structured manner, and that operational topics are managed transparently. In doing so, you act as the central interface between customers, Sales, Program Management, Solution Architecture, Product Management, Engineering, and Technical Support.

Through your contribution, you strengthen the quality of our solutions, customer satisfaction, and the sustainable development of our customer relationships.

What is your Day to Day Mission:

Customer Management and Solution Support

• You act as the central point of contact for contracting authorities, users, and other relevant stakeholders throughout the introduction, use, and ongoing operation of our solutions.

• You support the transition from Sales, Program Management, or Direct Sales into the use and operational phase.

• You coordinate customer-related activities and ensure that responsibilities, actions, and deadlines are tracked transparently.

• You organise and facilitate regular coordination formats, including working-level meetings, status meetings, and reviews.

• You ensure a transparent and consistent flow of information between customers and the relevant internal departments.

• You develop a sound understanding of your customers’ operational requirements, concepts of operations, and priorities.

Continuous Development of the Solution

• You capture customer requirements, feature requests, and feedback in a structured manner, assess their relevance, and coordinate their internal prioritisation.

• Together with Solution Architecture, Product Management, and Engineering, you translate customer needs into concrete actions.

• You coordinate the assessment of technical feasibility, implementation timelines, and potential impacts on existing solutions.

• You provide transparent feedback on status, decisions, and potential implementation paths.

• You systematically feed operational insights into the continuous development of products, solutions, services, and support concepts.

• You contribute to the development and refinement of ConOps, operating models, training approaches, and support concepts.

Reporting and Documentation

• You are responsible for regular customer reporting covering status, usage, risks, outstanding actions, and agreed performance indicators.

• You analyse relevant KPIs and derive improvement measures for customer support and the delivered solution.

• You prepare status reports, action plans, decision papers, and strategic recommendations.

• You ensure that customer-related information, decisions, requirements, and actions are documented centrally and transparently.

• You support the preparation and documentation of reviews and lessons learned.

Interface & StakeholderManagement

• You coordinate collaboration between Sales, Program Management, Solution Architecture, Product Management, Engineering, and Technical Support.

• You act as the escalation interface for critical operational topics and ensure structured, audience-appropriate communication.

• You support Technical Support in prioritising and assessing customer-critical service cases.

• You ensure that recurring incidents, customer feedback, and identified improvement opportunities are incorporated into continuous improvement activities.

• You actively manage expectations regarding scope, further developments, dependencies, and timelines.

• You work closely with Key Account Management and Sales to identify opportunities for extensions, capability growth, and follow-on business at an early stage and provide the required subject-matter support.