Customer Service Account Manager

Knapp Agency•Kennesaw, GA

12d•Hybrid

About The Position

At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer's value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world's industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing. We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com. Account Manager will strategically plan the budget and needs for the service accounts Forecast quarterly and fiscal year for all accounts Responsible for oversight of all maintenance contracts and hotline concerns along with the Service Operations team Serve as the account liaison and responsible for all client communications, conflict resolutions, and compliance on deliverables Responsible for project management of enhancements and upgrades along with overseeing invoicing and maintenance projects Build a strong partnership with internal Sales department and other internal partners Operate as the lead point of contact for any and all matters specific to our customers Build and maintain strong, long-lasting customer relationships Ensure the timely and successful delivery of our solutions according to customer needs and objectives and maintain follow up with clients Manage projects and enhancements Forecast and track customers' upgrade needs Forecast budget of upgrade and enhancements and keep up to date throughout the fiscal year Act as the escalation point where needed on top of service operations Work closely together with Austrian headquarters and other subsidiaries

Requirements

Bachelor's degree preferred in Business or Technical studies
3-5 years related experience and/or training, or equivalent combination of education and experience
Previous experience in account management along with material handling, sales and international teams
Experience in delivering client-focused solutions based on customer needs
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills

Nice To Haves

Bilingual (English/German) preferred but not required
Preferred experience with SAP, ERP, CRM tools and creating code

Responsibilities

Account Manager will strategically plan the budget and needs for the service accounts
Forecast quarterly and fiscal year for all accounts
Responsible for oversight of all maintenance contracts and hotline concerns along with the Service Operations team
Serve as the account liaison and responsible for all client communications, conflict resolutions, and compliance on deliverables
Responsible for project management of enhancements and upgrades along with overseeing invoicing and maintenance projects
Build a strong partnership with internal Sales department and other internal partners
Operate as the lead point of contact for any and all matters specific to our customers
Build and maintain strong, long-lasting customer relationships
Ensure the timely and successful delivery of our solutions according to customer needs and objectives and maintain follow up with clients
Manage projects and enhancements
Forecast and track customers' upgrade needs
Forecast budget of upgrade and enhancements and keep up to date throughout the fiscal year
Act as the escalation point where needed on top of service operations
Work closely together with Austrian headquarters and other subsidiaries

Benefits

Ability to work from home any 2 days of the week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering