[Hiring] Lead Account Manager @Exotec

Role Description

As a Service Account Manager, you will:

• Own the strategic relationship with a portfolio of customers, serving as their primary point of contact for service performance, escalations, and long-term success.
• Lead regular business reviews and governance meetings with customers, ensuring transparency on KPIs, system performance, ongoing actions, and improvement plans.
• Partner closely with Area Managers, Maintenance teams, Product, Performance Engineering, and Support functions to resolve customer concerns and drive operational excellence.
• Act as the voice of the customer internally, translating customer feedback and business needs into actionable improvement initiatives.
• Identify risks, challenges, and opportunities within customer accounts, coordinating proactive action plans to maintain customer satisfaction and contract performance.
• Support customer growth by identifying upselling opportunities, service extensions, and additional value-added solutions aligned with customer needs.
• Oversee the successful transition of customer sites from Deployment to Maintenance, ensuring a seamless handover and clear ownership model.
• Monitor contractual performance, service levels, and commercial commitments while ensuring alignment between customer expectations and operational delivery.
• Drive continuous improvement initiatives that enhance system reliability, service quality, and the overall customer experience.
• Build trusted relationships with key customer stakeholders, from operational teams to senior leadership, acting as a long-term partner to their business.

Qualifications

• Experience in Account Management, Customer Success, Operations Management, Supply Chain, Logistics, Warehouse Operations, or Service Delivery.
• Strong customer-facing skills and experience managing demanding stakeholders.
• Ability to navigate complex organizations and coordinate cross-functional teams.
• Commercial awareness with the ability to identify growth opportunities within existing accounts.
• Experience working in logistics, warehouse automation, intralogistics, manufacturing, industrial services, or a similar environment is highly valued.
• Excellent communication, influencing, and problem-solving skills.
• Fluent English required; additional languages are a plus.