Director, Customer Success Management

Tehtävä

Customer Success Management is a new function. It serves the whole Defence & Security segment. Our customers are domestic and international armed forces, authorities and critical infrastructure operators. The products they have invested in stay in use for decades, and they expect continuous development of new capabilities and support, maintenance and care in both hardware and software areas. Today, support, delivery and service work is shared between several teams. Your task is to bring it together into one clear, standard model: one set of service descriptions, one way to run support, and one point of contact for the customer after the sale across all Bittium’s products. This is a leadership role. You own the post-sales customer experience from first production delivery to end of life. You define the service offering and SLAs, run the service desk and incident handling, and make sure customers get new features, training and expansions through a clear service roadmap. You will enable the use of AI tooling and ways of working in support, for example in triage and the knowledge base, within the strict security requirements of our customers. You work closely with Sales, Delivery, R&D, Professional Services and Product Management. You report to the SVP Intelligent Connectivity and are part of the area’s leadership team. The hiring Bittium company is Bittium Wireless Ltd. Primary locations are Oulu, Tampere and Espoo, hybrid work possible. Build and lead the Customer Success Management function and the Customer Success Managers, who act as the customer’s point of contact after the sale next to the Key Account Manager. Productise Bittium’s Defence & Security support offering: service descriptions, standard SLAs, and the operating model behind them. Run the service desk and support channels: ticketing for incidents and service requests, L1 triage and knowledge base. R&D, Operations and other expert functions handle L2–L3 support. Lead customer problem handling (escalations, reclamations, warranty issues and major incidents). Own the customer service roadmap: updates, add-ons, training, expansions and renewals. Lead hypercare after production deployment together with Delivery and R&D, and hand over to warranty and support. Manage and report service metrics: ticket trends, SLA adherence, release adoption and customer satisfaction. Define and set up an online learning management system and co-ordinate training planning

Mitä odotamme

• We are looking for a customer-minded leader with a strong background in customer success, service management or support in a technical B2B/B2G business.
• Customer success and service management. You have several years of experience leading support, service or customer success for complex products. You know ticketing, SLAs, escalation and major incident handling, and you have set up a service model that scales. You can build trusted relationships and communicate with customers at various levels.
• Leadership. You have led managers or specialist teams and built a new function or operating model. You can set priorities across teams that do not report to you.
• Business sense. You understand service pricing, contracts and what makes lifecycle business profitable.
• Technology and security. You understand embedded, software-based and secure communication products well enough to talk with customers and engineers. You are comfortable with the requirements of classified environments. Deep technical skills are not required.
• Experience from the defence industry, authorities or other critical environments is an advantage, as is experience of using AI in support work. The role requires fluent spoken and written Finnish and English, other European languages e.g. German, are a plus.
• Due to the nature of Bittium’s business and customer expectations, the selected person must be able to pass the security clearances carried out by the Finnish Security and Intelligence Service (SUPO).