We are looking for
a Head of Customer Solutions (m/w/d) to drive the implementation of our AI-enabled Intelligent Operations Platform (IOP) as part of global Operational Excellence and Digital programs at our Pharma and Chemical Manufacturing Customers, ensure value‑creating PoCs and stable deployments, deliver steady growth with our customers, and secure strong user adoption and renewals.
Your tasks
Leadership & Team Development
* Build capabilities in our consulting and implementation teams to successfully embed IOP into corporate operational excellence and digital programs and to deliver high-impact solutions within these programs.
* Develop the organization and drive change to enable our teams to maximize their impact for our customers
* Shape clear and practical ways of working that enable effective collaboration, strong execution, and alignment
* Drive predictable ARR growth, professional services revenue, and capacity utilization through strong commercial discipline and execution
Solution & Project Delivery
* Deeply understand customers’ operational work processes and support your teams in translating these into IOP solution designs.
* Work with internal teams and customers to integrate IOP in our customer’s reference IT architectures (MES, ERP, LIMS, data platforms, AI Agents, collaboration tools, ...).
* Guide strategic PoCs, pilots and corporate rollouts from scoping to measurable success.
* Design scalable rollout models, including global templates, governance, rollout waves.Define and track project success criteria and KPIs
* Hands-on project management for strategic customer projects.
Grow our Customers
* Drive expansion of corporate PoCs or pilots to multi-site and global programs.
* Lead strategic customer growth, plan initiatives with sales and empower your teams to achieve their ARR expansion targets.
* Support sales on strategic accounts with solution strategies, proposals, and hands-on pre-sales activities.
* Work with our Academy and Community team to support self-driving growth and user adoption
Secure a Stable Customer Base
* Build strong relationships with senior stakeholders in Operations, OE, and Digital/IT.
* Drive methodology, tools, and action to ensure high user adoption throughout the customer base.
* Ensure highest renewal rates by ensuring customer value and addressing risks early
Tech and DevOps
* Lead your teams to bring new innovations to early customers, harden them in real use, and scale successful solutions across the customer base.
* Make sure DevOps is alive and ensure strong interaction with Software Development
* Work with our Communities of Practices and Module Focus Groups to ensure technically excellent implementations and stable zero-incident operations.
* Ensure technical excellence of our implementations by driving proactive continuous improvement, RCAs and CAPAs
Your profile
* 7+ years in Pharma Operational Excellence or Pharma Manufacturing Digitalization
* Experience in leading Software PoCs or pilots as part of corporate programs
* Experience leading and transforming a team
* Commercial mindset, comfortable teaming with Sales
* Mobility / availability to travel
* Excellent English and German communication skills
Our offer
* Great team spirit – Work with colleagues who make collaboration fun and always have each other’s backs.
* Personal development – We support your strengths and give you the space to grow both professionally and personally.
* Responsibility & creative freedom – With us, you’re encouraged to think ahead, contribute ideas, and help shape how we work.
* Feel-good workplace – Enjoy a modern, ergonomic office in the heart of Bad Säckingen, complete with a rooftop terrace, free parking, and plenty of cozy spots to work or relax.
* Team culture that connects – Game nights, hikes, BBQs, Christmas parties & more – we love spending time together beyond work (get a sneak peek on Instagram & Facebook!).
* Flexible working – Thanks to our home-office policy, you stay connected and productive even when working remotely.
* Snacks & soul food – Fresh coffee, fruit, and snacks are always available – plus, you can enjoy free, delicious lunch options from local spots in town.
Ready for the challenge?
Interested in joining our team? Apply by clicking the "Apply for this job" button!
Contact person
Do you have any questions? Contact Julia Lüber (Email: career@eschbach.com)!
About us
We, eschbach GmbH with headquaters in Bad Säckingen & eschbach North America Inc. with offices in Boston, USA, help our customers digitally transform their operations by providing them with our Plant Process Management solutions. Our people-centered enterprise platform, Shiftconnector®, is the only software specifically designed for the process industry. For nearly 20 years, we have worked with global leaders in the chemical and pharmaceutical industry to continuously develop more advanced features that are designed for customers who need to optimize operations, ensure safety and increase performance. Since the release of Shiftconnector in 2005, we have been working to lead the industry forward by rethinking how people in process industries communicate, collaborate, manage workflows and drive improvement.