• Entwicklung einer ganzheitlichen Strategie, effizienter Prozesse und tragfähiger Strukturen für die technische Betriebsführung (O&M) und den Aftersales-Service • Konzeption und Kalkulation attraktiver Service-Level-Agreements (SLAs) und Wartungsverträgen. Der Bereich wird dabei von Anfang an als Profit- und nicht als Cost-Center etabliert • Definition eines strukturierten Übergabeprozesses von der Projektumsetzung in die Betriebsführung, um einen reibungslosen Start und eine erstklassige Kundenbetreuung sicherzustellen • Steuerung interner Teams und externer Dienstleister, sowie Aufbau eines verlässlichen Partnernetzwerks für den bundesweiten Service • Schaffung einer effizienten Aftersales-Struktur, die technische und kaufmännische Anfragen nach der Inbetriebnahme zentral bündelt und professionell bearbeitet • Auswahl und Einführung geeigneter Systeme wie Monitoring-Software und Ticketing-Lösungen, um die Serviceprozesse digital und transparent abzubilden

• Support the operational setup and continuous improvement of service and maintenance processes • Manage the central internal service team (service back office) • Coordinate between order management, locations, and field service • Develop and enhance reporting and monitoring dashboards • Work closely with Account Management and other stakeholders • Help design and optimize workflows and build efficient processes

• Analyze task requirements and produce high-quality plans and output. • Be autonomous. You’ll take full ownership of your work, and you take responsibility for every last detail, every step of the way. • Work with small multi-disciplinary teams. You’ll partner closely with engineering, product, and business folks to find elegant solutions to challenges. • Rapidly produce multiple ideas. You're not attached to a particular tactic, only around solving the problem. • Actively contribute to testing and ensuring the quality of our product • Plan and Do. You create a plan and execute it. You're equally comfortable managing a large project team as well as executing entirely yourself. • Learn and become a guardian of our standards to bring Solace to life.

• Lead collaboration across CEG and Member Support teams to ensure seamless, high-quality service delivery; identify gaps and implement process improvements to enhance operational efficiency. • Own and optimize department communication strategies and platforms (email, Teams, SharePoint), ensuring consistency, clarity, and alignment across stakeholders. • Partner with cross-functional teams (e.g., Product, Operations, Client Services) to ensure accurate execution of client plan and benefit changes; proactively identify risks, drive solutions, and mentor team members on best practices. • Design and deliver department-wide meetings and training sessions; lead content development, facilitate sessions, and drive actionable follow-ups to improve team effectiveness. • Develop, analyze, and present CEG performance metrics; provide actionable insights and strategic recommendations through monthly, quarterly, and annual reporting. • Collaborate with Finance and Analytics teams to enhance data models, reporting accuracy, and forecasting capabilities; identify opportunities for advanced analytics. • Partner with Marketing to support and optimize client engagement campaigns, ensuring alignment with operational capabilities and client needs. • Lead onboarding program strategy and execution, including development of tools, resources, and training; continuously improve onboarding experience and time-to-productivity. • Support and, when appropriate, lead operational components of client onsite meetings; ensure readiness, coordination, and execution excellence. • Design, document, and continuously improve departmental workflows and standard operating procedures to drive scalability and consistency.