Service Account Manager - Hybrid

SCHAEFER SYSTEM INTERNATIONAL INC•Charlotte, NC

9h•Hybrid

About The Position

SSI SCHAEFER is a leading material handling company that’s been in business since 1937. We’re a privately held international company with lots of diversity. You may be wondering about what a material handling company does, and that’s okay. We’re behind the scenes of our customers, and we make everything happen. Basically, we build small to large-scale projects that provide storage and distribution for manufacturers and retailers alike. This involves energy-efficient robotics, warehouse management software, data analytics, engineering, mechatronics, project management, and software development. Of course, we have a full support team of great people in our customer service, human resources, sales, marketing, accounting, and our very own warehouse teams. We're a team here at SSI SCHAEFER, and we know that it takes all of us to get the job done. We’ve won Best Places to Work™ several years in a row and offer competitive benefits like 401K/matching, a great PTO package, and because we want our family team to be healthy, we provide generous medical benefits. We also want you to be successful here. How do we do it? We put our employees and customers first, and we’ve got a great DNA culture here at SSI SCHAEFER—it’s that simple. We’re also proud to be an equal-opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Position Overview: Manages all customer related service activities and communication with the target to improve customer satisfaction and customer profitability. Maintains regular customer relationship and identifies sales opportunities. As a Service Account manager, you advise customers on service and maintenance solutions. You maintain long-term relationships with customers and build partnerships. You think about the process together with the customers and work closely with the Service Operations Team to offer the optimal solution. You will work in a team of professionals, both in the US and abroad, to propose the optimal solution to our customers and to share information. You are the link between the customer on the one hand and the office staff on the other, who take care of the development of a customized plan and quotation, among other things.

Requirements

BS/BA in related discipline or advanced degree. Technical degree is beneficial.
Minimum 2 years in sales of complex technical solutions/machines or in B2B aftersales
Business travel is expected to be around 25% and candidates will set their own calendar
Strong interpersonal skills dealing with internal and external customers
Strong organizational and communication skills
Salesforce and Microsoft Office advanced user
Excellent prioritization skills coupled to pragmatic problem-solving ability
Able to multi-task and work in a high-growth, fast-paced and deadline driven environment
Ability to identify problems as they occur and take appropriate steps towards a solution
You are a dynamic personality with strong empathetic and communication skills
You distinguish yourself through pro-activity and a sense of responsibility
You can work autonomously, but you are also a team player
Understanding of IT systems (e.g. WMS/MFS/PLC)
Knowledge of SSI product and service portfolio
Capability to discuss logistic processes and possible solutions
Understanding of a calculation and customer value
Understanding of ITIL processes
ACAD

Responsibilities

The Service Account Manager is the face of SSI Schaefer and responsible for communicating solutions, new ideas and status updates to the customer
Generating new service business pipeline that leads to closed revenue and sales success
Advise customers on service and maintenance solutions
Define and sell service concepts for new and existing systems with commercial engineering
Identify opportunities with the customer, using all available information (reports, tickets,…)
Define obsolescence management and implementation roadmap with the customer
Maintain long-term relationships, building credibility and trust with customers and build partnerships by actively communicating with customers
Having a deep understanding of the way your accounts operate, and the priorities that drive decisions from the decision makers
Uncovering business initiatives and system improvement opportunities to improve customer operational performance and entrench SSI Schaefer as a long-term partner
Maintenance of data in global tools (Salesforce, SaX, ITS,…), account level for tickets
Build a strong relationship with European colleagues to ensure absolute alignment and trust
Assist customers with questions related to our products and solutions
Ensure contractual obligations are fulfilled (the customer receives the agreed services in the agreed quality)
Participate in regular meetings with various stakeholders (both remotely and in person)
Support escalation management with the SSI and customer organization as SPoC