Senior Service Account Manager

Vanderlande Industries•Atlanta, GA

4d•Hybrid

About The Position

The Senior Service Account Manager will lead a strategically important customer portfolio within Vanderlande's North America service business. This role involves being the customer's trusted advisor, owning service performance, contract profitability, escalations, and account growth across multiple sites. It is a senior individual-contributor role with high visibility and autonomy, requiring influence over cross-functional teams, resolution of complex customer challenges, and the ability to transform operational needs into sustainable lifecycle-service opportunities.

Requirements

7+ years of experience in service account management, customer success, service delivery, contract management, or a related customer-facing role.
Success managing complex, high-value, or multi-site business-to-business customer relationships.
Strong commercial acumen, including contract performance, financial results, negotiation, risk, and account growth.
Experience leading escalations and coordinating complex operational or technical issue resolution.
Excellent communication, stakeholder-management, influencing, and structured problem-solving skills.
A self-directed, decisive, and resilient approach in demanding, fast-paced environments.
Ability to travel up to 30%.

Nice To Haves

Bachelor's degree in Business, Engineering, Operations, Logistics, Supply Chain, or a related field, or equivalent relevant experience.
Experience in logistics automation, automated material handling, parcel, e-commerce, warehousing, manufacturing, or another mission-critical industrial environment.
Experience with lifecycle-service agreements, P&L accountability, budgets, warranty exposure, forecasting, or contract-risk management.
Account-growth experience involving service agreements, spare parts, training, digital solutions, modernization, or retrofit projects.
Experience working across regional and global teams in an international organization.

Responsibilities

Lead strategic customer relationships where operational performance, customer success, and business growth come together.
Build trusted relationships with senior customer stakeholders across operations, maintenance, engineering, procurement, and leadership.
Own service-contract performance, profitability, customer satisfaction, commercial risk, and account development.
Lead critical customer escalations, coordinate recovery actions, and maintain clear executive-level communication.
Lead business reviews and account planning using performance trends, risks, customer priorities, and growth opportunities.
Coordinate service delivery, technical support, spare parts, projects, quality, training, digital services, and commercial teams.
Support service takeovers and launch readiness for new sites, reducing operational risk from day one.
Develop opportunities in service contracts, spare parts, training, digital services, system improvements, and modernization projects.
Drive continuous improvement and coach less-experienced colleagues.