Note: The job is a remote job and is open to candidates in USA. Swisslog is a world-leading robotics company that uses technology to transform intralogistics performance and efficiency for customers globally. The Customer Service Account Manager will own Total Customer Care for a portfolio of strategic accounts, build customer relationships, manage service contracts and revenue, identify growth opportunities, and coordinate cross-functional delivery to drive customer satisfaction and account growth.
Responsibilities
- Drive the implementation of Swisslog's customer service and account growth strategy across assigned customers
- Build trusted relationships with key customer stakeholders, acting as their advocate within Swisslog and ensuring an outstanding customer experience
- Manage customer support and service contracts throughout their full lifecycle, including design, proposal development, negotiation, renewal, reassessment, and upgrade opportunities
- Monitor and drive budgeted service revenue targets for assigned accounts, leveraging internal resources and cross-functional partnerships to achieve business goals
- Identify and develop new service, modernization, and enhancement opportunities within the installed customer base beyond the original project scope
- Develop a deep understanding of Swisslog's products, solutions, and services to effectively advise customers and uncover opportunities to add value to their operations
- Proactively identify product quality or performance issues that may impact customer satisfaction, contract profitability, warranty costs, or future business opportunities
- Support the proposal and sales process by estimating service and support requirements for new customer opportunities
- Provide consultative guidance to customers, helping them understand how Swisslog innovations can improve performance, efficiency, and business outcomes
- Partner with internal teams to ensure seamless delivery of services and support, fostering a customer-centric culture across the organization
Skills
- • Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field, or an equivalent combination of education and relevant professional experience
- • Proven project leadership experience, including a minimum of 2 years managing project teams, projects, or customer-facing operations
- • At least 2 years of experience in a service organization, customer success environment, or service product sales role, preferably within a technical or industrial setting
- • Strong proficiency with Microsoft Office Suite and ERP systems such as SAP, with the ability to leverage data and insights to drive business decisions
- • Foundational knowledge of supply chain operations and logistics processes, with an understanding of how automation solutions support customer performance
- • Business acumen with experience managing budgets, service revenue, contract performance, or small profit-and-loss (P&L) responsibilities
- • Strong analytical, communication, and relationship-building skills, with a passion for delivering exceptional customer outcomes
- • Ability to identify opportunities for growth, influence stakeholders, and work effectively across cross-functional teams in a dynamic environment
- • Experience with products, applications, and technologies within the warehouse automation, factory automation, material handling, or intralogistics industry is highly desirable
Benefits
- Remote work
- Permanent position
- Diversity & Inclusion
- Great Team Spirit
- Grow with Us!
Company Overview
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