Account Delivery Manager - USA

Ampeco Ltd

3d•Remote

About The Position

At AMPECO, the Account Delivery Manager (ADM) is a central role in servicing clients, owning the customer end-to-end and orchestrating specialists. The ADM serves as the primary point of contact for customers' operational and technical teams, driving value throughout the customer lifecycle, from onboarding to long-term satisfaction. While not requiring expertise in every area, the role demands knowing when and how to involve specialists, and being comfortable working directly on the platform to resolve service requests when it's the most efficient path to a customer outcome. This role is ideal for individuals who thrive on ownership, problem-solving, and relationship building, offering a chance to shape AMPECO's delivery for enterprise clients.

Requirements

3+ years in a customer-facing role at a software company - Account Management, Technical Account Management, Customer Success, Service Delivery or similar. B2B SaaS or complex B2B products preferred
A track record of building strategic relationships with both operational and technical stakeholders
Solid technical fluency: you can reason about software architecture, integrations and SaaS platforms, and translate between business and technical conversations
Strong project management and coordination skills, with experience driving cross-functional delivery against deadlines
Comfort in orchestrating internal experts and aligning multiple parties around a common goal
A growth mindset - you pick up new skills as the role and product evolve
Fluent written and spoken English

Responsibilities

Own a portfolio of customers end-to-end, building a deep understanding of their business model, technical environment and commercial goals
Act as the primary point of contact for operational and technical stakeholders, ensuring their priorities and our platform stay aligned
Handle straightforward commercial topics directly, and partner with Business specialists on contract negotiations, expansion and C-level relationships
Own incident and escalation management end-to-end - from SLA tracking and governance of open items to direct, hands-on resolution of service requests where your involvement is the fastest path to a customer outcome
Manage the onboarding of new customers in collaboration with AMPECOâ€™s experts
Run a clear cadence of operational reviews, status updates and account health checks so nothing drifts
Know when, how and why to pull in Business or Technical specialists - and provide the needed context so they can address the request of the customer quickly
Translate customer needs into structured requirements, then work with product, engineering and solution teams to assess feasibility, scope and timelines
Keep internal stakeholders aligned and the customer informed throughout cross-functional delivery
Act as a trusted advisor on day-to-day product use and adoption, and signal expansion opportunities as they emerge
Surface customer feedback, recurring patterns and product gaps to internal stakeholders so we keep improving the platform
Stay current on eMobility, EV charging trends and our evolving product capabilities