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

About Famedly

Your role

Your responsibilities

• End-to-End Delivery & Operations: You are responsible for planning, coordinating, and ensuring the stable operation of our solutions at large customers. You are the organizational anchor for service quality and SLA compliance.
• Operational run responsibility: You monitor the run-mode for your accounts. In critical incidents you act as an escalation point and coordinate communication between the customer and our internal tech teams (incident & problem management).
• Strategic account management: You manage key accounts holistically. You secure retention through operational excellence and are the primary contact for all technical and organizational matters.
• Technical solution design & rollout: You create technical concepts and service descriptions for extensions. You manage rollouts organizationally and ensure a smooth transition into regular operations.
• Lifecycle management & roadmap: You document customer needs and operational challenges precisely and communicate these to product development to ensure the long-term viability of solutions in production.
• Commercial management: You independently calculate prices for extra projects and service extensions and conduct negotiations to a confident close.
• Proactive process consultancy: You analyze customer workflows in live operation and identify opportunities for optimization or upsell that increase operational value.

What you should bring

• Experience: Several years (at least 5+) of professional experience in technical account management, IT project management, or as a service delivery manager in a SaaS/IT environment.
• Operational backbone: Experience being organizationally responsible for IT services and the ability to remain calm in critical operational situations.
• Delivery focus: You think in processes and structures. A project is only successful for you when it runs stably and is maintainable in the customer’s daily operations.
• Technical understanding: High affinity for software architectures and an understanding of operational requirements for modern cloud or on-premise solutions.
• Communication & negotiation skills: You operate at eye level with IT leaders and C-level decision makers and can clearly convey complex operational matters.
• Languages: Fluent German and very good English are essential.

Nice to have

• Experience with the Telematics Infrastructure (TI) or in the healthcare sector.
• Certifications in IT service management or project management.

Why you should work at Famedly

• Impact & ownership: You take real responsibility for the stability of digital processes in hospitals and practices.
• Remote-first & flexibility: Work where you are most productive.
• Attractive package: Permanent contract, competitive compensation (target salary: €75k - €90k), learning budget, and modern equipment.
• Wellbeing: Monthly budget for fitness/wellness and 28 days of vacation.
• Culture: A highly professional, international team with flat hierarchies and real cohesion.