Lead Account Manager - Warehouse Automation - BENELUX

Exotec Solutions SAS; Netherlands; On-site; EUR 60,000 - 95,000; Full time

Job summary

Exotec Solutions SAS in the Netherlands is seeking a Service Account Manager to own key customer relationships, oversee service performance, and manage escalations to ensure long-term success. You will partner with cross-functional teams to address performance KPIs, identify growth opportunities within existing accounts, and drive improvements in service delivery.

Fluent English required; prior experience in logistics or warehouse automation is highly valued and a strong consultative mindset is

Qualifications

• Experience in account management, customer success, or related roles.
• Strong stakeholder management and coordination across cross-functional teams.
• Excellent communication and problem-solving skills.
• Fluent English; additional languages are a plus.

Responsibilities

• Own the strategic relationship with a portfolio of customers, serving as primary contact for service performance and escalations.
• Lead regular business reviews and governance meetings with customers, ensuring transparency on KPIs and action plans.
• Partner with Area Managers, Maintenance, Product, Performance Engineering and Support to resolve issues and drive operational excellence.
• Translate customer feedback into actionable improvement initiatives and coordinate proactive action plans.
• Identify risks and opportunities within accounts and drive growth through upselling and value-added solutions.
• Oversee transitions from Deployment to Maintenance with clear ownership and smooth handover.
• Monitor service levels and commercial commitments to align expectations with delivery.
• Drive continuous improvement to enhance system reliability and customer experience.
• Build trusted relationships with customer stakeholders from operations to senior leadership.

Skills

Account Management

Customer Success

Operations Management

Supply Chain

Logistics

Warehouse Operations

Service Delivery

Job description

At Exotec, we are at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of artificial intelligence and high-performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.

Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with over 1000 ExoPeople around the world to help turn your ideas into a reality.

The robotics revolution is just the beginning at Exotec. Will you be part of it?

As a Service Account Manager, you will:

• Own the strategic relationship with a portfolio of customers, serving as their primary point of contact for service performance, escalations, and long-term success.
• Lead regular business reviews and governance meetings with customers, ensuring transparency on KPIs, system performance, ongoing actions, and improvement plans.
• Partner closely with Area Managers, Maintenance teams, Product, Performance Engineering, and Support functions to resolve customer concerns and drive operational excellence.
• Act as the voice of the customer internally, translating customer feedback and business needs into actionable improvement initiatives.
• Identify risks, challenges, and opportunities within customer accounts, coordinating proactive action plans to maintain customer satisfaction and contract performance.
• Support customer growth by identifying upselling opportunities, service extensions, and additional value-added solutions aligned with customer needs.
• Oversee the successful transition of customer sites from Deployment to Maintenance, ensuring a seamless handover and clear ownership model.
• Monitor contractual performance, service levels, and commercial commitments while ensuring alignment between customer expectations and operational delivery.
• Drive continuous improvement initiatives that enhance system reliability, service quality, and the overall customer experience.
• Build trusted relationships with key customer stakeholders, from operational teams to senior leadership, acting as a long-term partner to their business.

• Experience in Account Management, Customer Success, Operations Management, Supply Chain, Logistics, Warehouse Operations, or Service Delivery.
• Strong customer-facing skills and experience managing demanding stakeholders.
• Ability to navigate complex organizations and coordinate cross-functional teams.
• Commercial awareness with the ability to identify growth opportunities within existing accounts.
• Experience working in logistics, warehouse automation, intralogistics, manufacturing, industrial services, or a similar environment is highly valued.
• Excellent communication, influencing, and problem-solving skills.
• Fluent English required; additional languages are a plus.