Director Service Accounts (m/f/d)

The Real-World Learning Loop runs through your sites

Cortex learns from live deployments. Every station at a customer is part of that loop, so a station that is down is more than a service problem: a cell sitting dark is a stopped sensor.

• In-Situ Policy Execution. Every live station runs the current policy in a real operation. Your surface on it: each site at target, every shift.
• Continuous Data Acquisition. Robots annotate their own work while they run. Your surface on it: stations that run and stay connected, so the data keeps coming.
• Data Curation and Learning. Failures and edge cases decide what Cortex learns next. Your surface on it: what your sites tell us reaches engineering and research with the context they need.
• Evaluation and Policy Redeployment. Updated policies pass validation gates before they return to the fleet. Your surface on it: they land in your customers’ operations on a schedule the customer can plan around, with a way back if something is off.

A site that runs well teaches Cortex more, and it grows.

Responsibilities

• Take over every site at SAT. Set the standard for what a site needs before your team takes it on: documentation, open points, spare parts, contacts and targets. If a site is not ready, it stays with deployment until it is.
• Keep every site at target. Own each site’s performance against its contract: availability, throughput and pick success. See a problem coming before the customer does, and run the recovery plan when a site falls behind.
• Run planned change. Software releases and model updates reach customer operations in a rhythm customers can plan around: release notes, change windows, blackout periods, validation on site and a rollback path.
• Run hardware updates and retrofits across the installed base, from new gripper generations to station upgrades and fixes, with Hardware Engineering and the field teams, without stopping the customer’s operation.
• Get every site ready for peak: hypercare and coverage plans for the weeks that matter most to our customers, from Black Friday to the January returns wave.
• Be the customer’s advocate inside Sereact. Bring their priorities into product, R&D, hardware and operations, make sure what we promised at SAT holds, and own the customer communication when something goes wrong.
• Take each site from SAT to expansion with Strategic Accounts: the performance evidence, the site capacity and the technical plan for the next stations. Strategic Accounts own the contract; you make the expansion ready to happen.
• Report site health customers trust: one view of every site, monthly performance reports and the operational part of every business review.
• Build and lead the Service Accounts team: Service Account Managers who each own a portfolio of live sites, and a playbook that still works when the installed base is ten times larger.
• Work hand in hand with Deployment, Technical Support & Field Service, Hardware Engineering, R&D and Strategic Accounts, so a live site gets one coordinated answer, not five.

Not in scope, by design

• Deployment up to SAT stays with our deployment teams. You set the bar for what you take over.
• Incidents, the support desk, field technicians and spare parts logistics stay with Technical Support & Field Service. You own the site; they own the ticket.
• Contracts, pricing and the expansion deal itself stay with Strategic Accounts. You make the case; they sign it.
• Product and hardware design stay with engineering. You bring them what the field needs.

What makes this role hard

• Every change to a live operation is a risk, and not changing is a risk too: the fleet only gets better if updates reach it. You make both safe.
• Our robots work in other people’s buildings: their WMS, their conveyors, their shift patterns, their peak. Much of what decides a site’s performance is not ours, and it is still your problem.
• You sit between the customer and our teams. Sometimes the customer’s priority is not ours. You argue for it, or you explain honestly why not.
• The installed base grows faster than any team. What works by heroics today breaks at ten times the size.

Your first 12 months

• First 90 days: know every live site and its people; one named owner, one health view and a clear status against target for each; a handover standard at SAT agreed with deployment.
• By month 6: releases and retrofits in a rhythm customers can plan around; peak season run on hypercare plans; account plans with Strategic Accounts for the largest customers; the first Service Account Managers hired.
• By month 12: every site at target or on a dated recovery plan; expansions coming out of the installed base; a playbook ready to take to the US.

What you bring

• 8+ years owning live installations of complex automation after go-live (warehouse automation, intralogistics, robotics or comparable 24/7 systems), as service account manager, technical account manager, customer success or service delivery lead, including at least three years leading a team.
• You did it while the installed base grew from tens to hundreds of sites, and you built the processes rather than inheriting them.
• Technical enough to read a log, follow a root cause and hold your own with engineers. Commercial enough to sit with a customer’s operations director and talk performance, cost and growth.
• You have run releases, upgrades and retrofit programs in live operations without stopping them.
• Customers trust you because you tell them early and you tell them straight.
• Fluent English and German; another European language is a plus.
• You are happy to spend a large part of your week at customer sites.

Nice to have: subscription or Robotics-as-a-Service models · goods-to-person and AS/RS integrations · e-commerce, returns or grocery fulfilment · experience in both a scale-up and an established automation vendor.

Not the right fit: account management without technical depth, or running a ticket queue without ever owning a customer.

Three questions we will ask you

• Tell us about a live site that fell behind its targets. What did you change in the first two weeks, and how did it end?
• A customer’s peak starts in four weeks. Engineering wants to ship a model update and a gripper retrofit before then. What do you do?
• How do you know a site is about to grow, or about to leave, before the customer tells you?

What we offer

• A fleet in live production that grows every month, and the mandate to build the team that keeps it at target.
• A key role in the operations leadership of a company scaling from Europe into the US, with equity.
• Travel, accommodation and meals covered when you are on site.
• Our HQ in Stuttgart, with teams in Zurich and Boston.

How we hire

Conversations with our VP Operations and the founders, a working session on a real case from one of our live sites, and time with the team in Stuttgart. We move fast.

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Quelle: Statistisches Bundesamt (Destatis), Tabelle; dl-de/by-2-0; eigene Berechnung

Veröffentlicht am 28. Okt. 2026

Veröffentlicht am 26. Okt. 2026