Job Title
Senior Service Account Manager
Job Description
As Senior Service Account Manager /you make the difference for the customers assigned to you and new customers! Your motivation and drive is to manage and further develop the service contracts of a dedicated set of customers, to improve their competitive position and customer loyalty as well as our profitability.
What will you be doing?
You take a leading role in ensuring that knowledge gained from establishing new implementations and contracts is properly embedded within the organization.
You drive customer readiness and act as the subject-matter expert within your peers, coaching and guiding colleagues in the transition from a project- to a service organization.
You are responsible for ensuring effective supplier selection within the commercial and project organizations and advise colleagues on supplier performance and business impact.
You are the trusted business partner for a dedicated set of customers with the goal to improve their competitive position in the rapidly changing environment of Warehouse Automation
Being in close contact with your customer, you can identify and generate opportunities which benefit both our customers as well as TAL
You are “a spider in the web” and will be working closely with (amongst others):
o Your customers
o Your direct colleagues to continuously learn and improve
o Our sales department in preparing and creating the service contracts and life-cycle plans (if needed) to ensure that these contracts and plans meet the requirements of both our customers and Vanderlande.
o Our support organization in ensuring proper planning and execution of service requests as well as (financial) administration
o Our project execution organization in ensuring proper execution of (service) projects and handover to your customer
o Our service excellence organization to ensure organizational and customer readiness
Responsibilities
Acting as the client's representative within the internal organization and acting as the TAL’s representative at your customers
Responsible for customer service execution and stakeholder/escalation management
Implementing, managing, analyzing and optimizing service accounts for which you hold P&L responsibility
Identifying, generating and selling new opportunities
Ensuring customer readiness with implementation of processes and tools for high technological solutions (from low knowledge level to sell reliant customers)
Ensuring operational readiness through seamless transition from project phase to the service organization
Coordinating and monitoring our service suppliers to ensure cost effective service delivery to our customers
Monitoring a proper planning and execution of service requests and initiate improvements if necessary
Further improving contract management processes
What do we ask from you?
Relevant working experience in a (service) operations and / or commercial environment
Since you will be in frequent contact with internal and external customers and building up long-term relationships, it is essential to have good communication skills (both English and Dutch) and some logistical and technical insight (preferably also IT related), so you understand the client and TAL's operational processes
Moreover, you have a commercial mindset, and you enjoy acting as an entrepreneur in our international environment
You have good negotiation and influencing skills in order to convince others to do what is best for our customers
As we operate in an international environment but specifically assigned in our Benelux region, you don’t mind travelling (by car, up to 40%).
Flexible as a team player and part of the customer emergency standby
About the team
You are part of the BeNeLux region within the TAL Service Operations organization. The BeNeLux service region is the biggest region within the customer center and is responsible for serving approximately 60 customers. You will report to the Service Manager for the…