Director Service Accounts (m/f/d)

Kurz zusammengefasst

The Director Service Accounts will lead Sereact's live‑site operations across Europe, reporting to the VP of Operations. Sereact develops the robot brain, the Cortex vision‑language‑action model, that powers single‑arm, dual‑arm and mobile manipulators used by customers such as Zalando, IKEA, BMW, Rohlik and DHL. Headquartered in Stuttgart with R&D in Zurich and a US office in Boston, the company has raised over $145 million and operates with small, senior teams and a flat hierarchy. In this role you will take ownership of every site after the Site Acceptance Test (SAT). You will establish the documentation, spare‑part inventory and performance targets required before a site is handed over, then ensure each location meets its contractual availability, throughput and pick‑success goals. Anticipating issues, you will execute recovery plans, manage software releases and model updates on a customer‑friendly schedule, and coordinate hardware upgrades and retrofits without disrupting operations. You will also prepare sites for peak periods such as Black Friday and the January returns wave, act as the customer's advocate within Sereact, and drive the transition from SAT to expansion by providing performance evidence and technical plans for additional stations. The position demands strong leadership of the Service Accounts team, including hiring Service Account Managers, defining a scalable playbook, and collaborating closely with Deployment, Technical Support Field Service, Hardware Engineering, R&D and Strategic Accounts. You will produce monthly health reports, support business reviews, and ensure a single coordinated response to live‑site issues rather than fragmented inputs from multiple groups. Success in the first year will be measured by mastering the health status of all live sites within the first 90 days, establishing a reliable release and retrofit rhythm by month 6, delivering hyper‑care plans for peak seasons, and building the Service Accounts team to handle a rapidly expanding installed base. The role involves frequent travel to customer sites throughout Europe and requires balancing customer priorities with internal capabilities while maintaining safe, continuous improvements to the robot fleet. What the role asks for: