Customer Care Manager

KNAPP North America•Kennesaw, GA

1h•Hybrid

About The Position

The Customer Care Manager serves as the client’s primary business contact and is responsible for client satisfaction. The role requires proven experience and understanding of logistics management processes. It includes preparing, overseeing, and negotiating technical and complex quotes of $3 million USD or higher for automated logistics systems and their underlying controls, including project enhancements, upgrades, change requests, and services requested by customers. The Customer Care Manager strategically plans service-account budgets and business needs, forecasts account activity, and conducts regular customer reviews. The role identifies opportunities for account growth, manages escalations and complex service issues, oversees the Service Operations team, maintenance contracts, and hotline concerns, and acts as the liaison for client communications, conflict resolution, and deliverable compliance. The position also manages enhancement and upgrade projects, oversees invoicing and maintenance projects, forecasts customer upgrade needs and budgets, and works closely with Sales, internal partners, Austrian headquarters, and other subsidiaries. The role is based in a professional office and customer-site environment, with domestic and international travel required at least 30%.

Requirements

At least 3 years of account management or customer service experience.
Previous experience in account management, material handling, sales, and working with international teams.
Experience delivering client-focused solutions based on customer needs.
Proven ability to manage multiple projects at a time with high attention to detail.
Excellent listening, negotiation, and presentation skills.
Excellent verbal and written communication skills.
Authorization to work in the U.S.
A passport or the ability to obtain one.
Professional office and customer-site etiquette.

Nice To Haves

Bachelor’s degree in Business or Technical studies.
Bilingual English/German ability.
Experience with SAP, ERP, CRM tools, and creating code.

Responsibilities

Strategically plan service-account budgets and business needs.
Forecast quarterly and fiscal-year activity for all accounts.
Conduct regular account reviews with customers.
Identify account-growth opportunities, including up-selling and cross-selling service offerings.
Handle escalations and complex service issues professionally and urgently.
Be responsible for the Service Operations team and oversee maintenance contracts and hotline concerns.
Serve as the account liaison for client communications, conflict resolution, and compliance with deliverables.
Manage enhancements and upgrades, and oversee invoicing and maintenance projects.
Build strong partnerships with the internal Sales department and other internal partners.
Act as the lead point of contact for customer matters and build and maintain long-lasting customer relationships.
Ensure timely and successful delivery of solutions tailored to customer needs and objectives.
Develop strategic initiatives and follow up diligently with clients.
Forecast and track customers’ upgrade needs.
Forecast upgrade and enhancement budgets and keep them current throughout the fiscal year.
Act as an escalation point in addition to Service Operations.
Work closely with Austrian headquarters and other subsidiaries.
Prepare, oversee, and negotiate technical and complex quotes for automated logistics systems and related controls.

Benefits

Two remote days per week.
Half-day Fridays.
A state-of-the-art office complex in Kennesaw, Georgia.
Industry-competitive compensation.
Health, dental, vision, and life insurance, Flexible Spending Accounts, and short- and long-term disability coverage, with better-than-average employer contributions.
401(k) with a generous employer match and no vesting.
Paid vacation and holidays.
Profit sharing.
Paid parental leave.
Subsidized daycare.
Tuition reimbursement.
Pet insurance.
Subsidized food delivery.
Monthly celebrations and quarterly employee events.