Global Service Account Manager (53331)

HANLEY ENERGY GROUP•Ashburn, VA

6h•$70,000 - $105,000

About The Position

The Global Service Account Manager (HE) is responsible for developing, managing, and expanding service relationships with key global clients. Acting as the primary commercial point of contact, the GSAM ensures renewals, new regions and post-product engagement is handled proactively, drives customer satisfaction, and aligns with the service department to offer best in class performance and solutions.

Requirements

Bachelor’s degree in business, Electrical Engineering, or related field.
5+ years of experience in service account management, or client success roles, preferably in a global or technical services environment.
Proven track record in managing multi-site, multinational client accounts.
Strong understanding of SLAs, service contracts, and lifecycle management.
Excellent communication, negotiation, and stakeholder management skills.
Financial acumen with experience in budgeting, forecasting, and margin management.
Experience with Salesforce, SAP, Smartsheets
Ability to travel domestically and internationally as required.
Customer Obsession & Relationship Building
Strategic Thinking & Business Acumen
Operational Excellence & Results Orientation
Cross-Cultural Communication
Problem Solving & Decision Making
Collaboration & Leadership

Responsibilities

Account Ownership: Serve as the primary liaison for global service accounts, ensuring consistent engagement, communication, and strategic alignment.
Customer Relationship Management: Develop trusted advisor relationships with customer stakeholders and executive sponsors.
Service Delivery Oversight: Align with the global service operations to ensure delivery meets or exceeds contractual SLAs and KPIs.
Strategic Planning: Develop and execute account strategies that support long-term business growth, renewal, and customer retention.
Financial Management: Oversee global service contracts, budgets, forecasting, and profitability targets.
Issue Resolution: Lead or support escalation management and coordinate cross-functional teams to resolve complex service challenges.
Performance Reporting: Deliver regular account performance reviews, meet service targets quarterly and annually.
Collaboration: Partner with Sales, Engineering, and Operations to ensure seamless integration between service delivery and project activities.
Continuous Improvement: Identify opportunities to optimize service performance, customer satisfaction, and operational efficiency.
Global Coordination: Align regional service teams under a unified global strategy to ensure consistency across markets and time zones.