Lead Account Manager - Warehouse Automation - BENELUX

Exotec; Netherlands; On-site; EUR 60,000 - 90,000; Full time

Job summary

Exotec is seeking a Service Account Manager to own strategic customer relationships and oversee service performance. You will lead governance reviews, coordinate cross-functional teams, and drive improvements that enhance reliability and customer satisfaction.

The role requires strong communication, stakeholder management, and experience in logistics or warehouse automation. Fluency in English is essential; other languages are a plus.

Qualifications

• Experience in account management or customer success.
• Strong stakeholder management and communication.
• Experience in logistics, warehouse automation or intralogistics preferred.

Responsibilities

• Own portfolio of customers and be primary contact for service performance and escalations.
• Lead regular business reviews and governance meetings with customers.
• Collaborate with Area Managers, Maintenance, Product, and Support to resolve issues and improve delivery.
• Translate customer feedback into actionable improvements.
• Identify risks and growth opportunities within accounts and plan proactive actions.
• Support customer growth through upsell opportunities and value-added services.
• Oversee transitions from Deployment to Maintenance with clear ownership.
• Monitor service levels and ensure alignment between expectations and delivery.
• Build trusted relationships with customer leadership as a long-term partner.

Skills

Account management

Customer success

Operations management

Supply chain

Logistics

Warehouse operations

Service delivery

Stakeholder management

Communication

Fluent English

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.