What are the responsibilities and job description for the Service Account Manager - Hybrid position at SCHAEFER SYSTEM INTERNATIONAL INC?
We're a team here at SSI SCHAEFER, and we know that it takes all of us to get the job done. We’ve won Best Places to Work™ several years in a row and offer competitive benefits like 401K/matching, a great PTO package, and because we want our family team to be healthy, we provide generous medical benefits. We also want you to be successful here. How do we do it? We put our employees and customers first, and we’ve got a great DNA culture here at SSI SCHAEFER—it’s that simple.
We’re also proud to be an equal-opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Position Overview:
Manages all customer related service activities and communication with the target to improve customer satisfaction and customer profitability. Maintains regular customer relationship and identifies sales opportunities.
As a Service Account manager, you advise customers on service and maintenance solutions. You maintain long-term relationships with customers and build partnerships. You think about the process together with the customers and work closely with the Service Operations Team to offer the optimal solution. You will work in a team of professionals, both in the US and abroad, to propose the optimal solution to our customers and to share information. You are the link between the customer on the one hand and the office staff on the other, who take care of the development of a customized plan and quotation, among other things.
Essential Functions:
- The Service Account Manager is the face of SSI Schaefer and responsible for communicating solutions, new ideas and status updates to the customer
- Generating new service business pipeline that leads to closed revenue and sales success
- Advise customers on service and maintenance solutions
- Define and sell service concepts for new and existing systems with commercial engineering
- Identify opportunities with the customer, using all available information (reports, tickets,…)
- Define obsolescence management and implementation roadmap with the customer
- Maintain long-term relationships, building credibility and trust with customers and build partnerships by actively communicating with customers
- Having a deep understanding of the way your accounts operate, and the priorities that drive decisions from the decision makers
- Uncovering business initiatives and system improvement opportunities to improve customer operational performance and entrench SSI Schaefer as a long-term partner
- Maintenance of data in global tools (Salesforce, SaX, ITS,…), account level for tickets
- Build a strong relationship with European colleagues to ensure absolute alignment and trust
- Assist customers with questions related to our products and solutions
- Ensure contractual obligations are fulfilled (the customer receives the agreed services in the agreed quality)
- Participate in regular meetings with various stakeholders (both remotely and in person)
- Support escalation management with the SSI and customer organization as SPoC
Qualification Requirements:
- BS/BA in related discipline or advanced degree. Technical degree is beneficial.
- Minimum 2 years in sales of complex technical solutions/machines or in B2B aftersales
- Business travel is expected to be around 25% and candidates will set their own calendar
- Strong interpersonal skills dealing with internal and external customers
- Strong organizational and communication skills
- Salesforce and Microsoft Office advanced user
- Excellent prioritization skills coupled to pragmatic problem-solving ability
- Able to multi-task and work in a high-growth, fast-paced and deadline driven environment
- Ability to identify problems as they occur and take appropriate steps towards a solution
- You are a dynamic personality with strong empathetic and communication skills
- You distinguish yourself through pro-activity and a sense of responsibility
- You can work autonomously, but you are also a team player
- Understanding of IT systems (e.g. WMS/MFS/PLC)
- Knowledge of SSI product and service portfolio
- Capability to discuss logistic processes and possible solutions
- Understanding of a calculation and customer value
- Understanding of ITIL processes
- ACAD
**No sponsorship available**
M-F, 8a-a5p