Vice President Customer Operations (m/f/d)

Berlin / Remote (Germany)
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Vice President Customer Operations (m/f/d)

Our client is a successful, dynamic and financially solid scale-up in the field of AI and-end-to end process automation for enterprise clients.

LOCATION: Berlin / Remote (Germany)

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Vice President Customer Operations (m/f/d)

Berlin / Remote (Germany)

Ref: OQ66217853 July 30, 2025 INFORMATION TECHNOLOGY

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FUNCTIONS

Our client, a leading AI and back office automation scale-up, is seeking an experienced Vice President Customer Operations. Your Key Responsibilities: 1. Value Delivery: Pre Sales to Post Sales • Design & Improve Processes: Architect and continuously refine customer value delivery frameworks spanning solution design, onboarding, implementation, and ongoing support. • Customer Journey Ownership: Map, monitor, and optimize the customer journey to ensure seamless transitions and measurable value realization at every stage. • Cross Functional Leadership: Align Sales, Product, Engineering, Marketing, and Partner teams to ensure customer operations reflect product capabilities and GTM strategies. • Feedback Loop: Implement mechanisms to capture, analyze, and act on customer feedback to improve processes and customer satisfaction. 2. Partner Standards & Training (Enablement) • Leadership of Enablement Team: Lead the team responsible for defining partner delivery standards, curricula, and training assets. • Content & Curriculum: Build and maintain sales/playbooks, product collateral, delivery checklists, and technical enablement resources that ensure consistent, high quality partner delivery and messaging. • Training Programs: Run partner onboarding bootcamps, release/update trainings, and role based enablement paths (sales, solution architects, delivery consultants). • Alignment with Partner Team: Collaborate with the Partner Team (owner of the Partner Program and partner success metrics) to co design certification paths and requirements. • Quality Assurance: Define and audit adherence to delivery standards and best practices through spot checks, shadowing, or post project reviews. 3. Account Expansion • Growth Strategy Execution: Identify and execute upsell, cross sell, and add on opportunities within existing accounts using customer data, usage patterns, and feedback. • Segmentation & Playbooks: Segment customers to spotlight high expansion potential and deploy tailored engagement and expansion playbooks. • Advocacy & Referrals: Cultivate champions and reference customers to drive referrals and support new business development. Interfaces & Collaboration: • Sales & Pre Sales: Ensure seamless handoffs and value hypothesis validation. • Product & Engineering: Channel structured feedback, prioritize roadmap requests, and prepare enablement for new capabilities. • Marketing: Coordinate on case studies, success stories, and partner-facing collateral. • Partner Team: Align on certification requirements, performance dashboards, and joint QBRs while keeping clear ownership boundaries. Your Qualifications: • Executive experience in customer operations, customer success, or service delivery within SaaS, AI, or enterprise software. • Demonstrated success building and scaling value delivery processes across the customer lifecycle. • Strong background in partner enablement from a standards/training perspective (program ownership optional but cross-functional collaboration essential). • Proven track record of driving account expansion and revenue growth from existing clients. • Exceptional leadership, communication, and cross-functional collaboration skills. • Data-driven mindset with expertise in journey mapping, segmentation, and feedback analysis.

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