We are looking for
a Head of Customer Solutions (m/w/d) to drive the successful implementation of our AI-enabled Intelligent Operations Platform (IOP) across global pharma and chemical manufacturing programs - turning PoCs into scalable deployments and driving measurable customer value, adoption and growth.
Your tasks
Leadership & Team Development
* Build and lead high-performing consulting & implementation teams
* Develop capabilities to deliver scalable, high-impact IOP solutions
* Shape effective ways of working and drive organizational growth
* drive predictable ARR growth, services revenue and capacity utilization through strong execution
Solution & Project Delivery
* Lead end-to-end delivery of IOP (PoCs, pilots, global rollouts)
* Translate customer processes into scalable solution designs
* Ensure measurable outcomes through clear KPIs and success criteria
* Integrate IOP into customer IT architectures (e.g. MES, ERP, LIMS, data platforms, AI)
Customer Growth & Value
* Drive expansion from pilots to multi-site and global programs
* Partner with Sales on strategic accounts and pre-sales activities
* Deliver ARR growth, services revenue, and strong customer value
Customer Success & Adoption
* Build strong relationships with senior stakeholders (Ops, OE, IT)
* Drive user adoption, value realization, and high renewal rates
* Ensure highest renewals rates by ensuring customer value and address risks early
Technology & DevOps
* Ensure technically excellent, scalable implementations
* Foster strong collaboration with Dev & DevOps teams
* Drive continuous improvement, innovation and operational stability
* Ensure technical excellence of our implementations by driving proactive continuous improvement, RCAs and CAPAs
Your profile
* 7+ years of experience in Pharma Operational Excellence or digitalization within pharma manufacturing
* Proven experience leading software PoCs and pilots in corporate or global programs
* Leadership experience in building, developing, and transforming teams
* Strong commercial mindset with the ability to partner effectively with Sales and drive growth
* Strong stakeholder management and communication skills, including senior leadership interaction
* Structured, hands-on, and solution-oriented with a high level of ownership
* Adaptable and resilient in dynamic, fast-paced environments
* Willingness to travel and work with international customer and teams
* Fluent English an German 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.