Customer Service Account Manager

Swisslog; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

Swisslog is seeking a strategic partner to own Total Customer Care for a portfolio of strategic accounts in the United States. You will build strong relationships, identify growth opportunities, and deliver exceptional service experiences that drive long-term success.

You will collaborate across teams to strengthen customer partnerships, increase service revenue, and support operational excellence while guiding contracts from design through renewal and upgrade opportunities.

Qualifications

• Bachelor's degree or equivalent in Business, Engineering, Supply Chain, or related field
• 2+ years of leadership experience
• 2+ years in customer service, customer success, or service sales, preferably in a technical environment
• Proficiency with Microsoft Office and SAP
• Basic understanding of supply chain and logistics operations
• Experience in warehouse automation, factory automation, material handling, or intralogistics preferred
• Strong business acumen including budget, financial, or P&L management
• Excellent communication and relationship-building skills

Responsibilities

• Drive ownership of total customer care for a portfolio of strategic accounts
• Build trusted relationships with key customer stakeholders and ensure outstanding experience
• Manage customer support and service contracts through lifecycle including renewal and upgrades
• Monitor and drive service revenue targets across accounts
• Identify and develop new service, modernization, and enhancement opportunities
• Develop understanding of Swisslog products to advise customers and add value
• Proactively identify product quality or performance issues affecting customers
• Provide consultative guidance on Swisslog innovations to improve performance
• Partner with internal teams to ensure seamless delivery of services

Skills

Leadership experience

Customer service

Account management

SAP

Microsoft Office

Communication

Budget / P&L management

Education

Bachelor's degree in Business, Engineering, or Supply Chain

Tools

SAP

Microsoft Office

Job description

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 As a trusted partner to our customers, you will take ownership of Total Customer Care for a portfolio of strategic accounts, ensuring they maximize the value of their Swisslog solutions. You will serve as the primary advocate for your customers, building strong relationships, identifying growth opportunities, and delivering exceptional service experiences that drive long-term success. In this highly visible role, you will collaborate across teams to strengthen customer partnerships, increase service revenue, and support operational excellence. Your ability to think strategically, solve complex challenges, and make confident decisions will help shape customer outcomes while contributing directly to Swisslog's continued growth and innovation. Success in this role will be measured through customer satisfaction, service business growth, contract performance, and overall account development.

What You’ll Do:

• Drive the implementation of Swisslog's customer service and account growth strategy across assigned customers.
• Build trusted relationships with key customer stakeholders, and ensuring an outstanding customer experience.
• Manage customer support and service contracts throughout their full lifecycle, including design, proposal development, negotiation, renewal, reassessment, and upgrade opportunities.
• Monitor and drive budgeted service revenue targets for assigned accounts, leveraging internal resources and cross-functional partnerships to achieve business goals.
• Identify and develop new service, modernization, and enhancement opportunities within the installed customer base beyond the original project scope.
• Develop a deep understanding of Swisslog's products, solutions, and services to effectively advise customers and uncover opportunities to add value to their operations.
• Proactively identify product quality or performance issues that may impact customer satisfaction, contract profitability, warranty costs, or future business opportunities.
• Support the proposal and sales process by estimating service and support requirements for new customer opportunities.
• Provide consultative guidance to customers, helping them understand how Swisslog innovations can improve performance, efficiency, and business outcomes.
• Partner with internal teams to ensure seamless delivery of services and support, fostering a customer-centric culture across the organization.

Application Requirements

• Bachelor's degree in Business, Engineering, Supply Chain, or a related field, or equivalent experience.
• 2+ years of leadership experience.
• 2+ years in customer service, customer success, or service sales, preferably in a technical environment.
• Proficiency with Microsoft Office and SAP.
• Basic understanding of supply chain and logistics operations.
• Experience in warehouse automation, factory automation, material handling, or intralogistics preferred.
• Strong business acumen, including budget, financial, or P&L management experience.
• Excellent communication, customer relationship, and problem-solving skills.

Our promise to you

Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.

Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family. So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.

Join the journey!

We´re looking forward to receiving your application!

Talent Acquisition Manager: Mai Gamble

Note for United States job postings (EEO statement):

Swisslog is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.