Customer Service Account Manager

Swisslog Holding AG; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Swisslog Holding AG in Atlanta is seeking a Customer Service Account Manager to own total customer care for strategic accounts. You will build trusted relationships, identify growth opportunities, and drive service revenue through cross-functional collaboration and proactive account management.

The role requires a Bachelor’s degree and 2+ years in leadership and customer service or service sales, plus proficiency with Microsoft Office and SAP.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Service sales

Communication

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

SAP

Job description

Customer Service Account Manager

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 impactAs a trusted partner to our customers, you will take ownership ofTotal 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.