Service Account Manager; Parcel

Overview

The Service Account Manager acts as a business partner to customers, driving service growth by building strong relationships, identifying opportunities, and delivering tailored service solutions. The role involves managing customer satisfaction, developing service offerings, and coordinating internal and external resources to maximize value. SAMs contribute to innovation, process improvement, and the expansion of service portfolios across various levels of complexity and autonomy.

Goal is to build strategic, long-term partnerships with these customers where Vanderlande is perceived as an important business enabler for their business processes. In this role, together with service contract managers, service account managers, RMR project managers and other team members, you will have close contact with our customers on operational and tactical/ strategic level. Also you will play a prominent role in a team with the other functional disciplines like sales, solution engineering, project execution to contribute in creation and successful execution of key account plans.

As Service Key Account Manager Parcel you will interact with various internal and external stakeholders on multiple levels. The goal is to build and further extend a next level partnership with our key account customers. This by identifying customer needs and overseeing service delivery within the business context together with an international and multidisciplinary team.

Your day to day activities will therefore be dynamic, amongst others you take care of:

• Manage, govern and coordinate service delivery throughout the region;
• Further build the service management structure to be ready for next level partnership;
• Intensify our relationship with key account customers on tactical and strategic level;
• Set-up new services, extend service delivery activities and implement services to other geographic areas;
• Actively support on (major) incidents, problems, changes and manage the lifecycle of the solution;
• Service performance monitoring and reporting including contractual customer meetings, manage risk, issue and expectations;
• Continuously improve the performance of our service activities based on a structured roadmap;
• Identify customer needs and opportunities whereby you continuously improve the relationship and contract with our customer;
• Play a prominent role with the other functional disciplines like sales, solution engineering, project execution to contribute in creation and successful execution of key account plans.