• Establish and maintain strong, trust-based relationships with clients and stakeholders.
• Effectively communicate project status, progress, challenges, and risks to all parties.
• Manage customer expectations and address concerns proactively.
• Proactively engage with Premier Customers and Partners to ensure alignment on project goals and implementation.
• Oversee Premier customer onboarding for new solutions, manage customization requests, and ensure a smooth handover process.
• Represent Premier Customer interests when discussing feature requests and product issues with Engineering; track and prioritize feature requests, code improvements, and bugfixes.
• Assist with the implementation of new solutions, deployment of packages, hotfixes, and upgrades; perform post-upgrade service availability checks.
• Guide Premier Customers in adopting Constructor Tech best practices, including risk assessments and health checks.
• Maintain availability during Premier Customer business hours to provide timely support.

Success Metrics and KPIs: customer satisfaction (CSAT) and Net Promoter Score (NPS), retention rate, feature request cycle time, onboarding completion time.

Pillar 3 — Incident Management, Quality & Reporting

• Own all support incidents and requests submitted by Premier Customers and drive them to resolution.
• Coordinate escalations and conduct post-incident reviews and root cause analyses (RCAs) on Premier Customer demand.
• Ensure adherence to quality standards throughout the project lifecycle and implement quality improvement initiatives.
• Retain Premier Support Customer CSAT and NPS through outcome-driven activities; own Service Levels and other KPIs per contract terms.
• Report on Premier Support Customers - including trend analysis, current health status, and manager-defined KPIs - on schedule or on demand.
• Keep customer information up to date and shared as internal knowledge content.
• Participate in support-related activities and handle non-premier support tasks per manager's request.
• Continuously build practical experience with Constructor Tech products and related software solutions for education and science.

Success Metrics and KPIs: incident resolution time, escalation rate, CSAT/NPS targets, SLA adherence per contract, quality audit results.

Qualifications & Experience:

Experience:

• Minimum five years of experience in IT project management (internal, customer implementation, and/or consultancy).
• Proven track record of successful project delivery (on time, within budget, and to quality standards).
• PMP certification (preferred).

Skills & Competencies:

• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Good understanding of software development methodologies (preferred).
• Results-oriented, with a focus on measurable delivery outcomes rather than activity.

Education & Languages:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Fluent English.
• Knowledge of German is a bonus

What This Role Is (and Is Not)

This role IS:

• Delivery-focused and accountable for measurable project outcomes.
• A balance of project execution and strategic customer/technical account management.
• Hands-on, customer-facing, with clear targets and KPIs.

This role is NOT:

• A purely administrative or coordination-only position.
• A business development or sales role.
• A role measured by activity volume rather than delivered results.