Director Client Services and Support

About Us

Hansen (ASX: HSN) is a global provider of software and services for energy, water, and telecommunications companies. With our award-winning suite, we support more than 600 clients in over 80 countries in developing new products and services, operating customer interfaces, and managing critical billing and customer processes. Our solutions range from billing systems to data-driven and catalog-based quoting and sales processes – central building blocks of our clients' commercial value creation.

Purpose of Your Role

You will be responsible for the service and support strategy at Hansen Technologies Germany, focusing on our powercloud product, and will serve as the central operational interface between our clients and internal teams. You will act proactively by identifying, analyzing, and translating customer needs into concrete operational measures. You will work closely with Product Strategy, Software Engineering, and Account Management to directly incorporate customer feedback into improvements. You will ensure that our service processes are efficient, scalable, and customer-oriented, creating a consistent, positive customer experience across all touchpoints.

Impact of Your Role

Serve, solve, sustain — Shape customer experiences that build trust! In your role, you will significantly shape the customer experience at Hansen Technologies Germany. You will ensure that service and support not only function but also create real added value – quickly, solution-oriented, and sustainably. Your contribution will directly influence customer satisfaction and retention. By optimizing processes, managing escalations, and translating feedback into improvements, you will strengthen trust in our platform and our organization.

Your Responsibilities

• Management and continuous development of the service and support strategy.
• Proactive interface between customers and internal teams; translation of customer needs into operational measures.
• Ensuring high service quality and fast, sustainable solutions for our clients.
• Coordination of escalations and central point of contact for complex customer issues.
• Close collaboration with Product Strategy, Software Engineering, and Account Management for implementing customer feedback.
• Identification of patterns in customer inquiries and derivation of optimization measures.
• Process optimization and promotion of automation and scalability in support.
• Ensuring compliance with SLAs and transparent management of service metrics.
• Further development of the department and promotion of a customer-oriented, solution-focused working style.
• Management of IT operations (including cloud infrastructure like AWS).
• Leadership and development of the Customer Enablement Service team for customer-specific developments.

Your Profile

• You have at least 5 years of leadership experience, ideally in managing managers in the service or support area, as well as in IT operations.
• You have experience with energy industry processes and regulatory requirements and confidently apply them in service practice.
• You hold a university degree, e.g., in Business, Engineering, IT, or a comparable field.
• You have experience in building and scaling service organizations, including SLA management, escalation processes, and quality control.
• You are comfortable working with KPIs and making data-driven decisions for continuous improvement of service processes.
• You communicate clearly, empathetically, and solution-orientedly – even in complex or critical situations.
• You have a hands-on mentality and are willing to roll up your sleeves while maintaining a strategic perspective.

We are proud to be an employer that promotes equal opportunities. Hansen values diversity and is committed to an inclusive work environment. Applications from people of all backgrounds are expressly welcome — please let us know if we can provide support or adjustments during the application process.

Key skills/competency

• Client Services
• Customer Support Strategy
• IT Operations Management
• Service Process Optimization
• Team Leadership
• SLA Management
• Escalation Management
• Customer Feedback Implementation
• Data-Driven Decision Making
• Energy Industry Processes