Customer Service Account Manager

KNAPP North America; Kennesaw (GA); Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Account Manager, where you'll play a pivotal role in ensuring client satisfaction and managing logistics solutions. This dynamic position involves strategic planning, project management, and fostering strong client relationships. You'll be part of a global team, collaborating across borders to deliver top-notch automated solutions. Enjoy a flexible work schedule with remote options, competitive salary, and comprehensive benefits. If you're passionate about client success and thrive in a collaborative environment, this opportunity is perfect for you!

Benefits

Remote Workdays

Health Insurance

Dental Insurance

Vision Insurance

401k with Employer Match

Tuition Reimbursement

Paid Vacation

Profit Sharing

Pet Insurance

Food Delivery Subsidies

Qualifications

• 3-5 years of experience in account management and logistics.
• Strong skills in negotiation and project management.

Responsibilities

• Manage client relationships and ensure satisfaction.
• Oversee service operations and project timelines.
• Conduct account reviews and identify growth opportunities.

Skills

Account Management

Negotiation Skills

Project Management

Client Relationship Management

Bilingual (English/German)

Education

Bachelor's Degree in Business or Technical Studies

Equivalent Experience

Tools

SAP

ERP Systems

CRM Software

Job description

Join to apply for the Customer Service Account Manager role at KNAPP North America.

At KNAPP (pronounced K-NAP, not Nap!), we "Make Complexity Simple" by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We partner with our customers to create maximum value within each link in their supply chain, leveraging the latest software, AI, and robotics technology to disrupt the logistics automation industry for leaders in grocery, healthcare, retail, e-commerce, apparel, and manufacturing.

We are a global company headquartered just north of Atlanta in Kennesaw, GA, specializing in automated solutions for WMS and WCS for B2B and B2C clients. With over 7,200 employees worldwide across more than 50 countries, we reinvest 7% of our revenue into R&D to ensure a vibrant future. Join us and help change the world! For more information, visit www.knapp.com.

What You Will Do

The Customer Service Account Manager acts as the primary business contact for clients, ensuring satisfaction and understanding of logistics management processes. Responsibilities include preparing, overseeing, and negotiating complex quotes for automated logistics systems, managing projects, and maintaining client relationships.

Essential Functions and Responsibilities:

1. Strategically plan budgets and business needs for service accounts.
2. Forecast quarterly and fiscal year for all accounts.
3. Conduct regular account reviews with customers.
4. Identify opportunities for account growth, including up-selling or cross-selling.
5. Handle escalations and complex service issues professionally and urgently.
6. Oversee Service Operations team, maintenance contracts, and hotline concerns.
7. Serve as the account liaison for all client communications, conflict resolution, and compliance.
8. Manage projects related to enhancements and upgrades, including invoicing and maintenance.
9. Build strong partnerships with internal sales and other departments.
10. Operate as the main contact for customer-specific matters, fostering long-term relationships.
11. Ensure timely delivery of solutions aligned with customer needs and develop strategic initiatives.
12. Manage project timelines and upgrade forecasts.
13. Forecast and monitor upgrade and enhancement budgets.
14. Act as escalation point when necessary.
15. Coordinate closely with headquarters in Austria and other subsidiaries.

What You Have

• Bachelor’s degree in Business or Technical studies (preferred).
• 3-5 years of relevant experience or equivalent education.
• Experience in account management, material handling, sales, and international teamwork.
• Bilingual in English/German (preferred).
• Proven ability to deliver client-focused solutions.
• Strong multi-project management skills with high attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Proficiency in verbal and written communication.
• Experience with SAP, ERP, CRM, and coding (preferred).

Working Conditions

• Domestic and international travel (~30%).
• Authorization to work in the U.S. and ability to obtain a passport.
• Professional office and client site etiquette required.
• Physical requirements include sitting, standing, walking, speaking, visual acuity, dexterity, and lifting up to 30 pounds.

What You Will Get

• Two remote workdays per week and half-day Fridays.
• State-of-the-art office in Kennesaw, GA.
• Competitive salary and excellent benefits, including health, dental, vision, life insurance, FSA, disability, 401k with employer match, paid vacation, profit sharing, parental leave, subsidized daycare, tuition reimbursement, pet insurance, food delivery subsidies, and employee events.
• Commitment to diversity and a drug-free workplace.