Relayr is the Industrial Internet of Things (IIoT) powerhouse delivering the most complete solution for risk-free digital transformations. Our unique value stack combines pioneering IIoT technologies with skilled delivery, exclusive financing, and risk-free insurance models. 

We unleash data insights from existing equipment, machines and production lines to improve our customers’ business outcomes. With around 300 employees, we are a truly global family with locations in Germany, the USA, Poland, Italy, France, and the UK. Named twice the hottest start-up in Berlin by WIRED magazine and a winner of The Spark - the German Digital Award, relayr is now part of the Munich Re group.

The Professional Services & Delivery Team is at the heart of everything we do at relayr. From partnering  with our Sales Team in their Go to Market activities, driving them and our own teams to enable both our customer and relayr to be successful.  We turn great ideas and products into solutions that truly enable our customers to achieve their desired business outcomes.

Reporting to the SVP Professional Services & Delivery, the role of VP Customer Success is a new role at relayr and has been created as a direct result of the success we have had in developing customer relationships and moving them through to the service phase. The VP Customer Success will lead a new Service Delivery Team that consists of a small but growing team of geographically dispersed Service Delivery Managers and our existing Customer Support Team. We envision that you will take our Customer Support Team to the next level, developing the strategies, structures, people and processes that will see us continue our development of enterprise level services. Located in Chicago or any location in Mid West or East Coast.

Key Responsibilities:

• Contribute as a member of the PS Leadership Team in helping to develop the PS strategy and key objectives, in line with the relayr strategy, and support the communication, alignment and execution of the strategy. Do so in a collaborative yet challenging manner to ultimately grow a profitable, efficient, sustainable business.
• Work collaboratively with business units such as our Account Management Team and customers to enable joint success by setting expectations and agreed upon deliverables & milestones, actively driving the onboarding of new devices in order to meet the joint business goals of relayr and our customers. 
• Communicate in an open fashion to ensure transparency at all times and ensure risks are communicated, discussed, and mitigated to meet the needs of customer Service Level Agreements impacting the top and bottom line for relayr.
• Ensure tools are in place to enable measurement of performance against objectives and KPI’s and that a culture of continuous improvement is instilled in the team.
• Help build leaders at all levels of the organisation through mentoring and coaching and with an ethos of empowerment, enabling these leaders to be accountable for business, engagement and people growth.
• By example and through active engagement, support the development of the Organisation’s Culture and Values.

Requirements:

• Strong Leadership, communication and interpersonal skills
• At least 8 years, experience in managing multicultural teams across locations across Europe and the Americas for Enterprise clients.
• Experience of P&L Management and strong cost management ethos.
• Business, Management or Leadership Degree would be beneficial but not mandatory.
• Business acumen, capable of directing change-management initiatives.
• ITIL qualification would be beneficial but not essential but a good working knowledge is essential.
• Excellent command of English. German language would be of benefit.

We Offer:

• Beautiful office located in downtown Chicago with a great view over the city, with most of the team members located in Chicago and across other locations in US
• Flexible work from home policy
• Relayrians come from all over the world, speak 20+ languages (working language is English), and welcome people of all ages and parental statuses. Our customers are as diverse as we are - join us to connect with a network of companies and people from around the globe
• An extensive on-boarding period so you can get up to speed with the rest of the team
• A learning environment where you can build upon your skills and interests, share knowledge, and attend events and conferences pertaining to your discipline
• Competitive salary
• 401k with matching
• We offer the ability to work in a cutting-edge field with the best people in the IoT industry!

At relayr, we are passionate about creating an inclusive workplace that promotes and values diversity. As firm believers in the power of different perspectives, we encourage our employees to share knowledge and exchange bold ideas to help innovation in the IoT industry thrive.We are committed to creating a fair, supportive, and open environment for all.