Account Service Manager – AMER

Summary

Geek+ is a global leader in autonomous mobile robot solutions for warehouse automation. The Account Service Manager will own and grow post-deployment customer relationships across North and South America, driving retention, service performance, escalation management, and service revenue growth. The role serves as the strategic point of contact for enterprise accounts and coordinates commercial, technical, and operational activities.

Responsibilities

• Relationship Ownership: Serve as the strategic single point of contact for assigned accounts, building trusted relationships with customer leadership and operations teams
• Commercial Performance: Drive service revenue through SLA contract renewals, spare parts programs, system upgrades, software modifications, and professional services
• Account Governance: Conduct regular Business Reviews (QBRs/MBRs) to track health metrics, operational performance, and commercial opportunities
• Financial Management: Partner with Finance to manage account profitability, quoting, purchase order management, and invoicing/collections
• Escalation Leadership: Lead critical issue management (S1/S2 events) by coordinating resolution efforts across internal Technical Support, Field Operations, Engineering, and Global HQ
• Service Assurance: Track SLA compliance, open issues, Root Cause Analyses (RCAs), and preventive corrective actions to ensure operational excellence
• Operational Transition: Seamlessly onboard accounts from the project implementation team into ongoing service operations

Skills

• 2–10 years in account management, customer success, or client-facing service management within a technical B2B environment
• Proven ability to build and nurture long-term customer relationships
• Exceptional verbal and written communication skills with a track record of effective cross-team collaboration across global, matrixed organizations
• Strong analytical and critical-thinking abilities to de-escalate customer concerns, navigate complex operational challenges, and lead issue resolution under pressure
• Background or demonstrated literacy in robotics, warehouse automation, WMS/WES software, IT systems, or industrial engineering (engineering degree not required)
• Native/Bilingual fluency in English and either Spanish or Portuguese is required
• Proven track record in service sales, contract negotiations, renewals, and account health management
• Prior experience with enterprise accounts in material handling, logistics, supply chain, or robotics
• Experience managing cross-border LATAM customer accounts and navigating cross-cultural enterprise environments
• Hands-on experience managing service contracts, SLAs, and technical CSAT metrics

Qualifications

Must Haves

• 2–10 years in account management, customer success, or client-facing service management within a technical B2B environment
• Proven ability to build and nurture long-term customer relationships
• Exceptional verbal and written communication skills with a track record of effective cross-team collaboration across global, matrixed organizations
• Strong analytical and critical-thinking abilities to de-escalate customer concerns, navigate complex operational challenges, and lead issue resolution under pressure
• Background or demonstrated literacy in robotics, warehouse automation, WMS/WES software, IT systems, or industrial engineering (engineering degree not required)
• Native/Bilingual fluency in English and either Spanish or Portuguese is required
• Proven track record in service sales, contract negotiations, renewals, and account health management

Nice to Haves

• Prior experience with enterprise accounts in material handling, logistics, supply chain, or robotics
• Experience managing cross-border LATAM customer accounts and navigating cross-cultural enterprise environments
• Hands-on experience managing service contracts, SLAs, and technical CSAT metrics

Benefits

• Remote work