Role Description As a Senior Customer Success Manager (m/w/d), you will ensure that our clients’ contractually agreed-upon service level requirements and service processes are met regarding the service portfolio, as well as oversee the cost-effectiveness of service contracts. You will interact with our customers in person or remotely and represent the company in customer retention situations. Furthermore, you will coordinate communication between customers and our company’s service providers and ensure consistently high customer satisfaction. Your Responsibilities - Taking responsibility for newly defined service products, including gathering and evaluating requirements from customer discussions and addressing any issues that arise. - Upon request, collaborating with sales staff to develop service concepts, identifying weaknesses and cost risks, and propose solutions. - Coordinating service requirements with customers and the sales team. - Participate in the development and coordination of service level concepts. - Within the framework of established processes and procedures, coordinate involved internal and external support departments; align and document support processes and operational levels while adhering to the respective service level agreements with the customer. - Coordinating all support units involved in the service product to ensure the consistency of processes and procedures while adhering to defined guidelines. - Defining guidelines and developing specifications for reporting managers regarding the creation of standard reports to monitor service levels and key performance indicators from the customer’s perspective. - Monitoring incident management to ensure compliance with agreed-upon service quality and service level targets for assigned customers and service providers. - Initiating/leading service meetings or participating in service meetings with customers or service providers to discuss the quality of service provided and to optimize processes, quality, and costs. - Continuously improving service quality and the cost-benefit ratio by optimizing service concepts and processes. - Implementing and executing measures to resolve issues that arise, in the event of complaints or SLA breaches. - Supporting Financial Management with inquiries regarding non-contractual invoices and invoice disputes, as well as billing with service providers. - Determining and optimizing service costs for internal and external support entities in accordance with the agreed-upon OLAs. Qualifications - Several years of professional experience in a relevant field, with responsibility for initiating IT projects and service management. - Strong soft skills in consulting and team leadership, excellent communication skills with fluency in German and English, and the ability to explain complex issues in a way that is tailored to the target audience. - Customer-focused, conceptual, and entrepreneurial thinking, as well as a professional demeanor, negotiation skills, and presentation skills. - Willingness to travel. - In particular, additional knowledge in the following areas is required: - Business administration knowledge. - Industry, product, and solution knowledge. - IT knowledge. - Extensive experience with service processes. - Good written and spoken German and English skills. - ITIL experience or certification. Benefits - Permanent employment contract. - Attractive work schedule and reliable vacation planning. - Strong team spirit. - Targeted development of your personal skills. - Opportunities to work independently and actively help shape processes. - Diverse responsibilities in a modern work environment at a renowned and forward-thinking company. Your Application Please send us the following documents in one document: - CV - Covering letter - Employment certificates

Role Description The Sales Manager - Dealer Development will be responsible for expanding Rolltec’s dealer network across Canada and the United States, driving revenue growth through new partner acquisition and development of existing dealers. This role combines business development, channel strategy, and hands-on sales execution. The successful candidate will build a scalable dealer network, strengthen market presence, and directly contribute to revenue growth. Position Responsibilities - Dealer Network Expansion - Identify, target, and recruit new dealers (awning companies, contractors, outdoor living retailers) - Develop and execute a structured dealer acquisition strategy by region - Build and manage a robust pipeline of prospective partners - Negotiate dealer agreements and onboarding terms - Dealer Development & Revenue Growth - Support new dealers through onboarding, training, and early-stage sales development - Drive sales growth within existing dealer accounts - Establish sales targets and growth plans for key dealers - Conduct regular performance reviews and business planning with partners - Market Development - Identify priority regions and segments across North America - Analyze competitors, pricing, and positioning - Represent the company at trade shows, industry events, and customer meetings - Provide market intelligence to leadership to inform product and pricing strategy - Sales Execution - Deliver against annual revenue and margin targets - Manage full sales cycle from lead generation to closing - Collaborate with marketing on lead generation campaigns and dealer support materials - Maintain Customer Relationships and accurate forecasting - Cross-Functional Collaboration - Work closely with operations to ensure dealer satisfaction - Provide feedback on product performance and customer needs - Support development of sales tools, pricing structures, and promotional programs Qualifications - Strong business development and negotiation skills - Ability to build relationships with owners and decision-makers - Strategic thinking combined with hands-on execution - Comfortable working in a smaller, entrepreneurial environment - Sales pipeline management - Desire and ability to travel extensively throughout Canada and the US (30-50%) - Must hold a valid driver’s license, vehicle insurance, registration as well as a current passport. Academic Qualifications and Work Experience - 3–10+ years in B2B sales, preferably in: - Building materials, outdoor products, or construction-related industries - Dealer network development - Track record of: - Acquiring and growing dealer/distributor networks - Delivering measurable revenue growth - Experience working across Canada and/or the U.S. market Compensation This is a base salary plus commission position. Base salary listed is prior to any target-based commission. Equal Opportunity Employer Phantom Screens / Rolltec Shading is an equal opportunity employer, and we are committed to welcoming all individuals; from diverse backgrounds with diverse perspectives. However, we will only be reaching out to those candidates who are moving forward in the recruitment process. If you have previously applied and haven’t heard back from us, we encourage you to gain additional skills and continue to apply. If you require additional assistance with your application, please contact hr@phantomscreens.com .

• Review, draft and negotiate site contracts, and possible a variety of other agreements, including master services agreements, consulting agreements, vendor agreements, confidentiality agreements, and other contracts. • Work with supervisor and various internal/external key stakeholders to resolve/escalate contractual issues. • Ensure adherence to company policies, procedures and contracting standards. • Update relevant study team members regarding the status of contract negotiations and execution. • Establish, track, report and manage site contract metrics. • Support the maintenance of contract files and databases, including contract archiving. • Assist in designing and implementing policies and procedures to affect the timely execution of contracts. • Recognize where processes can be improved and take corrective action.

• Review, draft and negotiate site contracts, and possible a variety of other agreements, including master services agreements, consulting agreements, vendor agreements, confidentiality agreements, and other contracts. • Work with supervisor and various internal/external key stakeholders to resolve/escalate contractual issues. • Ensure adherence to company policies, procedures and contracting standards. • Update relevant study team members regarding the status of contract negotiations and execution. • Establish, track, report and manage site contract metrics. • Support the maintenance of contract files and databases, including contract archiving. • Assist in designing and implementing policies and procedures to affect the timely execution of contracts. • Recognize where processes can be improved and take corrective action. • Other tasks as assigned.