(Senior) Service Owner & Key Account Manager (m/w/d)

You are a technical strategist who takes responsibility not only until go-live, but far beyond that? You understand how to sell complex IT solutions, but also ensure the stable operation and continuous development of these solutions in a critical infrastructure? If you understand the digitization of the healthcare sector as a long-term mission, we are looking for you as (Senior) Service Owner & Key Account Manager (m/w/d).

Over Famedly

Since its founding in 2019, Famedly has digitalized medical communication processes – data protection compliant and revolutionary. With the first gematik-certified TI-Messenger, we have set the standard for cooperation in the healthcare sector. As a remote-first startup in Berlin, we work daily on our vision: A healthcare sector without information barriers.

Your role

In this position, you are the "Owner" for our most important customer relationships – and that throughout the entire lifecycle. You are the central instance that bridges the gap between sales, technical implementation, and the ongoing operational operation. You ensure that our solutions are not only introduced at the customer, but also run continuously and performant.

Your tasks:

• End-to-End Delivery & Operations: You are responsible for planning, controlling, and ensuring the stable operation of our solutions at large customers. You are the organizational anchor point for service quality and the observance of SLAs.
• Operative Betriebsverantwortung: You monitor the "Run" mode of your accounts. In critical situations, you act as an escalation instance and coordinate communication between the customer and our internal Tech-Teams (Incident- & Problem-Management).
• Strategisches Account Management: You manage key accounts comprehensively. You ensure retention through operational excellence and are the first point of contact for all factual and organizational matters.
• Technical Solution Design & Rollout: You create technical concepts and performance descriptions for extensions. You accompany rollouts organizationally and ensure that the transition to regular operation runs smoothly.
• Lifecycle Management & Roadmap: You document customer needs and operational challenges precisely. You reflect these in product development, ensuring the future viability of solutions in ongoing operation.
• Kommerzielle Steuerung: You calculate prices for additional projects and service extensions independently and conduct negotiations successfully to conclusion.
• Proaktive Prozessberatung: You analyze the workflows of your customers in live operation and identify potential for optimizations or upsells that increase operational value.

You should bring:

• Erfahrung: Several years (at least 5+ years) of professional experience in technical account management, IT project management, or as a service delivery manager (SaaS/IT environment).
• Operatives Rückgrat: You have experience in the organizational responsibility for IT services and remain calm in critical operational situations.
• Umsetzungsstärke: You think in processes and structures. A project is successful for you only when it operates stably and sustainably in the customer's daily routine.
• Technisches Verständnis: You have a high affinity to software architectures and understand the operational requirements for modern cloud or on-premise solutions.
• Kommunikations- & Verhandlungstalent: You act on eye level with IT leaders and C-level decision-makers and can clearly convey complex operational matters.
• Sprachen: Fluent German and very good English are essential.

Of advantage:

• Erfahrung with the Telematics infrastructure (TI) or in the Healthcare sector.
• Zertifizierungen in the field of IT-Service-Management or Project management.

So you should work at Famedly:

• Impact & Ownership: You bear real responsibility for the stability of digital processes in hospitals and practices.
• Remote-First & Flexibilität: Work where you are most productive.
• Attraktives Paket: Unlimited contract, competitive remuneration (target salary: 75€k - 90€k), training budget, and modern equipment.
• Wellbeing: Monthly budget for fitness/wellness and 28 days of vacation.
• Kultur: A highly professional, international team with flat hierarchies and genuine cohesion.

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