CS Head of Account Management EMEA (m/f/d)

CS Head of Account Management EMEA (m/f/d)

Where do people love what they do, and being great at what they do?

At Swisslog, that’s where! Our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The result? We’re transforming performance and efficiency for customers across the globe, giving them the vital edge in their markets.

Responsibilities

Make an impact

We are seeking an experienced and dynamic colleague to step into the role of Head of Account Management EMEA, to lead our regional Account Management team. In this role, you will provide strategic direction and support your local team leaders, ensuring alignment with business goals and fostering a culture of excellence. Working closely with the local Heads of Customer Service (CS) and Functions, you will shape and develop the Account Management strategy by identifying and capitalizing on commercial opportunities within Swisslog’s installed base. Your team ensures solid operational service delivery to create a strong customer satisfaction. Your leadership will be instrumental in driving the successful implementation of improved ways of working within your own team and with adjacent departments, like New Business sales, Design & Engineering and Operations. Together with our Global Service development team you develop and maintain our global standards. As your team is located across EMEA, traveling is to be expected for connecting with your team and customers.

Your main responsibilities will include:

1. Leading, coaching and motivating a team of local Heads of Account Management across multiple countries in our EMEA region, ensuring performance optimization and profitability within existing customers.
2. Acting as a key member of the EMEA CS team, driving the strategic direction of Account Management and promoting its function in both existing and new customer relationships.
3. Owning the overall responsibility for all regional account management activities, including contract negotiations and the development of long-term customer plans in collaboration with your team.
4. Managing and continuously growing the customer portfolio, improving existing processes, and implementing new strategies to enhance efficiency, profitability and customer satisfaction.
5. Setting clear goals, tracking performance, and reporting key metrics and team results to Head of CS EMEA and CS EMEA management team.
6. Holding budget responsibility for the regional Account management function, ensuring financial targets are met.

Application Requirements

What you need to succeed

1. University education within engineering or other relevant technical area and industry experience.
2. Previous leadership experience of minimum 5 years, managing (international) sales/ account managers or service operations teams and having budget responsibility. Exposure to managing service operations, including escalations is a plus.
3. A strong sales background focusing on complex equipment and software solutions and service sales within a B2B context.
4. Analytical with an ability to understand and manage risks. You have a proven track record in growing your team’s order intake and margins.
5. You are fluent in English. Additional language skills are a plus (such as your local language).
6. Strong knowledge from intralogistics and an understanding of material handling process is a plus. As well as knowledge of Health and Safety regulations and contract management.

You have excellent communication and negotiation skills and a passion for building long-term relationships with customers, team members and regional stakeholders. You operate as a recognized expert and collaborate internally as well as externally to prioritize business objectives and overcome challenges in the region. You can manage risks, make clear decisions, and provide guidance and direction to achieve your regional goals. We believe you are a driven and proactive leader who takes initiative and is committed to continuous improvement. Your ambition and customer-focused mindset will be key in elevating our services and delivering exceptional results.