Strategic Account Manager — Robotics & Automation

Exotec; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Exotec is seeking an experienced Account Manager to own strategic relationships with a portfolio of customers in the United States. You will lead business reviews, govern KPIs, and coordinate with cross-functional teams to ensure ongoing success and high service levels.

You will identify growth opportunities, drive upsells, and manage transitions from deployment to maintenance while maintaining strong customer satisfaction and contract performance.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Account Management

Customer Success

Operations Management

Logistics

Cross-functional Collaboration

Communication

Problem Solving

Commercial Awareness

Stakeholder Management

Fluent English

Job description

Exotec is seeking an experienced Account Manager to own strategic relationships with a portfolio of customers in the United States. You will lead business reviews, govern KPIs, and coordinate with cross-functional teams to ensure ongoing success and high service levels.

You will identify growth opportunities, drive upsells, and manage transitions from deployment to maintenance while maintaining strong customer satisfaction and contract performance.