• Develop and execute strategic and operational plans for Professional Services, Project Delivery, and Technical Account Management functions; set KPIs and measurable objectives for the organization and individual team members. • Support the pre-sales process in partnership with Sales, including developing commercial proposals, responding to RFIs and RFPs, and negotiating service scopes and terms for strategic deals. • Build and maintain effective long-term business relationships with key stakeholders, both among customers and within Acronis. • Manage the financial targets for the region, overseeing billings, margins, delivery quality, and customer satisfaction. • Recruit, train, and develop top talent, fostering leadership and professional growth; set individual objectives and conduct performance reviews and career development discussions. • Develop and maintain a dynamic resource capacity plan to scale the team in line with business growth and changing customer needs. • Lead process improvement initiatives and drive the development of policies, procedures, service products, and tools to support efficient and high-quality delivery. • Oversee and manage customer implementation, consulting, and premier support services, ensuring optimal engagement staffing, capacity management, and service delivery; maintain control over project schedules, budgets, risks, and deliverables to meet established KPIs. • Lead escalation management, perform root cause analysis, and coordinate damage control as needed to resolve critical issues. • Maintain comprehensive reporting on the status of customer engagements, achievement of organizational KPIs, and progress of key development initiatives.

• Accountable for independently, or in collaboration with senior staff or compliance leader, managing regulatory and/or client-initiated audits. • Responsible for evaluating and understanding the purpose of various audit types and the related deliverables, developing a holistic understanding of the audit management process, and managing the end-to-end audit activities. • Seeks and obtains additional expertise as indicated from respective Compliance and Operational subject matter experts to meet applicable regulatory, client, and/or functional audit expectations. • Review and interpret assigned audit requests to determine scope, impacted business areas and stakeholders, and evidence necessary to fulfill and manage the audit request. • Present sample cases or evidence data for assigned processes and act as a subject matter expert for business requirements, system specification, process flows, process change, Federal and/or State regulations and/or accreditation standards implications. • Develop and maintain key internal and external stakeholder relationships to effectively provide audit consultation, streamline work activity, create/drive efficiencies, and ensure consistent, timely, and accurate audit completion, reporting, or submission of deliverables. • Monitor audit progress and proactively identify and mitigate risks (including performance guarantee implications) to audit completion; appropriately escalate to Audit Advisors, department leadership or operational stakeholders and provide remediation recommendations to prevent delays or future findings. • Perform quality reviews and analysis of audit deliverables to ensure compliance with contractual and regulatory requirements. • Ensure stakeholders have a thorough understanding of their audit-related responsibilities, are accountable to producing deliverables accurately and on time, and are informed of relevant audit status updates or changes. • Ensure thorough audit records are developed and maintained, with emphasis on accuracy, relevance, and timeliness; prepare necessary documentation for audit activities including deliverables, reports, findings and recommendations; provide clear and concise audit result communications to internal and external stakeholders. • Integrate project management and organization capabilities by effectively communicating and leading audit strategy, deliverables, requirements, milestones and accountability, throughout the entire audit. • Support department enhancement initiatives to ensure accurate and thorough training and procedural materials are available and maintained.

Role Description We are looking for a dedicated and customer-focused Service Desk Specialist to join our expanding team. This role operates in a shift model, including nights and weekends; however, call volume during these periods is typically low, allowing for a balanced workload. You will receive structured onboarding, comprehensive training, and access to an established knowledge base (currently being further enhanced). We welcome applications from both students, early-career candidates, and experienced professionals who are interested in working in an international environment and developing their skills in customer support and IT service operations. Responsibilities - Handle inbound customer calls and service requests in German and English. - Provide professional assistance using internal knowledge base materials, tools, and procedures. - Collaborate with team members and other departments to resolve more complex cases. - Accurately document interactions and solutions in internal systems. - Contribute to continuous improvement by sharing feedback on recurring issues or documentation gaps. Requirements - German language proficiency — B2–C1 level (spoken and written). - English language proficiency — B2 level or higher. - Willingness and ability to work in a rotating shift schedule (including nights and weekends). - Strong communication and problem-solving skills. - Motivation to learn new systems and processes. - Willingness and readiness to travel as required by project or client needs, which may include occasional domestic or international travel, sometimes on short notice. Benefits - Salary range: €2000 - €2300 (GROSS) / month. - Learning opportunities with compensated certificates, learning lunches, and language lessons. - Chance to switch projects after one year. - Team building twice a year. - Office in Vilnius, Lithuania that offers themed lunches and a pet-friendly environment. - Remote work opportunities. - Flexible time off depending on a project. - Seasonal activities with colleagues. - Additional health insurance and loyalty days for Lithuanian residents. - Referral bonuses. - Recognition of important occasions of your life.

Role Description First- & Second-Level-Support in enger Zusammenarbeit mit der Software-Entwicklung und Projektleitung. - Betreuung unserer Kunden beim Einsatz aktueller GIS- und Web-Applikationen sowie Apps. - Durchführung von Softwaretests im Rahmen von Produktreleases. - Durchführung standardisierter Dienstleistungen. Qualifications - Geomatiker, Vermessungstechniker oder Quereinsteiger mit technischer Affinität oder Verwaltungs-Background. - Proaktive Persönlichkeit, außerordentliche Kundenorientierung und gute kommunikative Fähigkeiten. - Teamfähigkeit und Freude daran, Anderen mit deinem Know-How zu helfen und Probleme zu lösen. - Eigenverantwortliches Handeln. - Sehr gute Deutschkenntnisse in Wort und Schrift. Benefits - Eine unbefristete Festanstellung in einem familiären Unternehmen. - Flexible Arbeitszeiten und Arbeitsorte unter Nutzung fortschrittlichster Tools. - Ein kontinuierliches Weiterbildungsprogramm in der CAIGOS Academy. - Eine Kommunikation und Duz-Kultur auf Augenhöhe im gesamten Unternehmen. - Unterstützung bei der Altersvorsorge, attraktive Regelungen zu Urlaub und Zeitausgleich, Bike Leasing, Corporate Benefits, zusätzliche freie Tage für dein soziales Ehrenamt. - Ein bunt gemischtes Team aus offenen und herzlichen Menschen. Company Description Wir bieten beste Perspektiven. Für uns steht Teamwork, eine offene und ehrliche Kommunikation und gegenseitiger Respekt und Wertschätzung an erster Stelle. Wir wollen uns stetig verbessern, hinterfragen regelmäßig und ergebnisoffen unsere Prozesse und Arbeitsweisen und lernen daraus. Bei uns bist du von Anfang an ein wertvolles Teammitglied, wirst von einem erfahrenen Mentor bzw. einer Mentorin begleitet und lernst im Rahmen unserer CAIGOS Academy beständig dazu. Application Deadline Die Bewerbungsfrist endet am 03.05.2026.