About the role
At Exotec, we are at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.
Through the unification of artificial intelligence and high-performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.
Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with over 1000 ExoPeople around the world to help turn your ideas into a reality.
The robotics revolution is just the beginning at Exotec. Will you be part of it?
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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.
Requirements
* 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.
Originally posted on Himalayas