Customer Success Manager, Defence - From implementation to operational value

Customer Success Manager, Defence

From implementation to operational value

How do you turn a technically implemented defence solution into a capability that customers actively use, value and keep developing?

We are looking for a Customer Success Manager, Defence, to help our customers get the full operational value from SitaWare, from go-live and beyond. The role is built for a former military officer who has used SitaWare in the field, in headquarters, exercises or operations, and knows what it takes for a command-and-control system to make a real difference to the people who depend on it.

You will be a trusted partner for our customers and a key link between them and our internal teams in Service Delivery, Sales, Product and Development.

The job

Once a customer goes live on SitaWare, the real value journey begins.

Drawing on your operational experience, you will understand how customers use the solution today, where gaps exist between available capabilities and the way the organisation actually works, and where we can help them achieve greater operational value.

The job includes:

• Building strong, long-term relationships and becoming the customer’s trusted Customer Success partner.
• Translating each customer’s strategic, operational and tactical objectives into clear Customer Success outcomes, speaking the language of commanders and staff officers.
• Driving adoption of SitaWare and identifying opportunities to move customers from basic implementation towards deeper and broader use.
• Using your hands-on experience with SitaWare Headquarters, Frontline and Edge to show units how the solution supports their procedures, battle rhythm and command processes.
• Developing customer-specific value cases showing the financial and operational impact of proposed improvements.
• Leading improvement initiatives from opportunity identification through implementation to value realisation.
• Identifying opportunities for new use cases, services and expansion based on customer needs and demonstrated value.
• Capturing and sharing customer insights and best practices so successful approaches can scale across customers.

Joining the team

You will join our growing Service Development organisation, which brings together expertise in military operations, defence, technology, service development and business development.

Customer Success is a developing capability here, giving you the chance to help shape how we work with customers after implementation.

Your qualifications

Essential:

You have served as an officer at the rank of Captain (OF-2) or higher, with operational experience as a user of SitaWare products from exercises, deployments or staff work.

In addition, the optimal candidate has:

• A relevant bachelor’s degree or higher and significant experience from customer-facing, consulting, project, service, product or business development work
• Experience as a customer’s named point of contact for value and adoption, and in delivering improvement projects end to end, tracking operational and financial value and turning proven results into repeatable offerings
• Experience translating customer needs into concrete solutions and business outcomes, including business cases that demonstrate financial and operational value
• Commercial awareness and the ability to identify customer growth and expansion opportunities
• Strong stakeholder management skills, including credibility with senior military leaders, staff officers and end users
• The ability to work across Product, Sales, Service Delivery and Development
• Excellent communication skills in English, both written and spoken.

As a person you are proactive and structured, with the ability to operate independently in an evolving environment.

You bring the credibility of someone who has served and led in the military. You are collaborative, curious and solution-oriented, build trust easily, take ownership and are comfortable challenging existing ways of working when it creates better outcomes for the customer.

You are willing to travel approximately 60-70 days per year. The position can be based in Aarhus or Copenhagen.

Please note that, as we work on security-classified projects, you must be able to present a clean criminal record and have lived in a NATO and/or EU country for the past seven years. Read more here.

Welcome to Systematic Aarhus

At our Aarhus office, you can join our Employees Club, which offers nearly 100 social and professional events a year. On-site perks range from physiotherapist-led massages and an in-house hairdresser to sports clubs, game tables and even our own padel court. Our canteen is a standout, serving a daily selection of delicious, healthy dishes. Beyond the office, you will enjoy benefits like free ARoS +1 access and various shopping discounts.

Never stop developing

Systematic is uniquely people-centric, truly international and proudly rooted in Denmark, with more than 1100 employees. Together, we write intelligent, innovative code to drive progress and improve lives, developing IT solutions that make a real difference where it matters most. That is why we never stop developing. Here, there is room to be professional and personal. It is not just a place to work but a place to belong.

Start your development here

We assess applications on an ongoing basis as we want to welcome our new colleague as soon as possible, so click Apply Now and send us your CV today. If you have questions, you are welcome to call us on +45 8943 2000 and ask for Marie Lunde Jørgensen, Manager, Defence Service Development.

Get in touch

Mads Ole Sørensen

Talent Acquisition Partner