Nicole Johann's picture

Location: Darmstadt (Hessen/Germany)

The (Senior) Manager* Customer Engagement is a role within the Escalation Management team that takes care of special situations at critical customers. The (Senior) Manager* Customer Engagement is defining and executing proactive measures to either keep a customer situation stable after an Escalation has been closed, or to avoid an Escalation from happening in the first place. This role becomes especially relevant in Cloud-centric solutions, where Software AG takes over even more responsibility for customer success.

The team member in this position will serve as a single point of contact for the assigned customer for all matters regarding Support and (Cloud) Operations. This includes reactive tasks, for example streamlining all activities around escalations of Incidents or Operations requests, but also proactive tasks like regular reporting on Cloud Operations SLAs, upcoming release updates, etc. The (Senior) Manager* Customer Engagement works closely with other Software AG teams, such as Global Support, Sales, R&D and Product Management. At the same time, the (Senior) Manager* Customer Engagement tailors the service portfolio and activity focus directly with the counterpart from the assigned customer.



The (Senior) Manager* Customer Engagement will focus on the following responsibilities:

  • Primary contact for day-to-day activities in the area of Support and Operations
  • Manage and streamline communication between customer and Software AG
  • Provide regular reporting on Cloud Operations status and Service Level Reporting
  • Plan and schedule Platform Upgrades and Patch activities
  • Provide advisory services related to Service & Support, as well as Cloud Operations



  • At least 5 years of experience in the area of enterprise software Support, both in terms of technical skills (e.g. root cause analysis) and in terms of expectation management
  • Experience regarding Cloud solutions (IaaS, PaaS, SaaS) preferred
  • Solid experience in Project Management (communication and stakeholder management)
  • Proven track record in engaging both customer and internal stakeholders successfully to proactively resolve technical and non-technical issues
  • Excellent written/verbal communication skills
  • Strong German and English language skills required



  • Intensive induction program incl. personal support for an optimal start
  • 2-day introductory event “Welcome Days” in our Darmstadt headquarters
  • Early assumption of responsibility for a diverse range of tasks
  • Exciting, interdisciplinary projects
  • Pleasant and collegial working atmosphere in a committed, innovative team
  • Comprehensive individual training opportunities for your professional and personal development
  • Attractive, performance-oriented income package
  • Good work-life balance


We are looking forward to receiving your application documents with our online procedure. Your application should include a short cover letter, a curriculum vitae and your references.

Your contact:
Tanja Topal, Manager Recruiting, Phone: +49 (0)681 210-3105

*f/m/d – diversity matters!