Technical Director DACH

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.

ETAP's expertise has emerged from more than 35 years of global experience, and more recently in 2023 by expanding into new integrated offerings with IGE, a leading electrical engineering software company renowned for its SEE software portfolio for the creation, maintenance, and calculation of electrical installation projects.

Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us

ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.

Job Title: Technical Director – DACH

Location: Germany – Viernheim / Remote within DACH

Employment Type: Full-time 

The job  

We are seeking a strategic and hands-on Technical Director for the DACH region to lead and develop our regional Customer Success organization. This role is accountable for customer retention, satisfaction, and growth while supporting the company's broader transformation journey. The ideal candidate will be both a strong leader and a customer advocate with a passion for delivering outstanding service and technical value across complex engineering domains.

Key responsibilities 

1. Strategic Planning & Execution

• Define and implement regional customer success strategies aligned with company goals
• Collaborate closely with Sales, Product, Marketing, and Global Execution teams to drive cross-functional success initiatives
• Implement development requirements in the DACH region for the one ETAP portfolio
• Independently identify development trends and define timelines in collaboration with Product Management and Sales

2. People Leadership

• Lead, develop, and grow a team of 6+ technical experts
• Ensure proper staffing, training, performance management, and career development
• Shape a culture of accountability, technical excellence, and customer-first mindset

3. Customer Engagement & Retention

• Ensure a superior customer experience through proactive support, onboarding, and training initiatives
• Reduce churn, foster loyalty, and increase customer lifetime value
• Guarantee top-tier technical support aligned with customer needs and industry expectations

4. Key Account Relationship Management

• Build and maintain strong relationships with strategic customers
• Act as an executive sponsor for selected key accounts
• Ensure customer expectations are understood, addressed, and escalated where needed

5. Data-Driven Insights & Success Metrics

• Analyze customer data to uncover trends, usage patterns, and areas for improvement
• Define and track KPIs to measure success of initiatives (e.g., NPS, retention rate, adoption metrics)

6. Service Organization Development

• Build and scale a local services and training organization
• Align regional service strategy with global execution and sales team standards and processes
• Elevate global partnerships and network

7. Product Feedback Loop

• Collect and relay structured customer feedback to product and R&D teams
• Advocate for customer-centric product improvements and innovations

Essential requirements 

• Minimum 5 years of leadership experience in customer-facing roles, ideally in technical software or services
• Strong background in service delivery, customer engagement, and operational excellence
• Technical degree in Electrical Engineering or similar; Power System Engineering preferred but not mandatory
• Solid understanding of engineering software systems in one or more of the following domains: Electrical Engineering, Energy Systems, Industrial Automation
• Excellent communication and stakeholder management skills
• Proven ability to drive change, manage teams, and lead through transformation
• Strategic thinker with strong execution capability
• Hands-on leader with high customer empathy and business acumen
• Data-driven decision maker
• Fluent in German and English (spoken and written)

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.