Service Account Manager

4 weeks ago

Stockport, United Kingdom Dematic Full time

Dematic Software is a software development group within the global organisation of Dematic.

Dematic designs, builds, and supports intelligent automated and non-automated solutions empowering and sustaining the future of commerce for its customers in manufacturing, warehousing, and distribution. With research and development engineering centres, manufacturing facilities, and service centres located in more than 35 countries, the Dematic global network of over 11,000 employees has helped achieve approximately 8,000 worldwide customer installations for many of the world’s leading brands. Headquartered in Atlanta, Dematic is a member of KION Group, one of the world’s leading suppliers of industrial trucks and supply chain solutions


Logistics and Supply Chain Experience are essential for this role.


Main duties


  • Relationship Management: Build and maintain a strong customer relationship giving exceptional customer service and providing advice and guidance on relevant software solutions. Ensure a high level of service is provided to the customer including regular reviews of their live system.


  • Delivery: Heavily focussed on service delivery ensuring we are adhering to the agreed SLA and regularly report this information both internally and externally. Act as the primary point of contact for your allocated customers, and act as a point of escalation when required for incidents and problems.


  • Management: Maintain a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management and change management.


  • Management: Ensure timely delivery of Projects/Enhancements in line with both the customer’s and our business requirements.


  • Knowledge: Maintain an appropriate level of knowledge of our products, services, and technological developments to be able to advise customers. Focussed on continuous improvement you will be expected to proactively identify and present recommendations for innovative solutions and services aligned to the needs of the customer consistent with our strategy.


  • Communicate with internal stakeholders to assist in scoping and delivering of suggested solutions and opportunities. Including providing material for Marketing and Business Development initiatives.


  • Management: You should have knowledge of budgeting, cost management, and financial planning to ensure that your customer accounts stays within budget and aligns with financial goals. Be responsible for the commercials of your allocated accounts and deliver a financial analysis on a regular basis.


Benefits

  • Hybrid office/home working
  • Flexible working hours around core requirement
  • Competitive salary
  • Incentive schemes designed to reward individual contribution and performance
  • Group Personal Pension Plan with generous Company contributions
  • Holidays - 25 days plus Public Holidays
  • Private Health Scheme (non-contributory for Employees)
  • Opportunities for international travel
  • Life Assurance
  • Onsite gym and restaurant


Essential Skills

  • Logistics and Supply Chain Experience.
  • Ability to influence and communicate with Stakeholders at all levels.
  • Committed to delivering first-class customer service and building long-lasting trusted relationships.
  • Ability to manage multiple customer accounts at a time.
  • Excellent observation skills, and high attention to detail.
  • Ability to prioritise work and meet demanding deadlines.


Desirable Skills

  • Experience of automated Warehouse Management Systems.
  • Experience in delivering client-focused software solutions.
  • Team Leadership experience.
  • Occasionally required to spend time on customer sites.

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