Senior Director Customer Service & Key Account Management
At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose -- making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.
The Sr. Director of Customer Service & Key Account Management is responsible for overseeing all aspects of customer service operations and key account management for SMA. This position will lead a team focused on delivering exceptional service to key customers, ensuring their needs are met while driving long-term customer satisfaction and loyalty. The Sr. Director will be responsible for developing and executing strategies to enhance the customer experience and expand SMA's customer base in large-scale projects.
The role involves collaborating with cross-functional teams, including sales, service, and product management, to ensure that customer expectations are exceeded, and the company's value proposition is effectively communicated and delivered.
primary duties / responsibilities
Customer Service Excellence:
· Lead the customer service teams to provide timely and effective support to customers across all stages of their journey with SMA.
· Ensure customer inquiries, complaints, and service requests are managed promptly and effectively, maintaining high satisfaction levels.
· Establish and maintain KPIs to measure service quality, response times, and customer satisfaction.
Key Account Management:
- Develop and implement a strategy to engage with key accounts, ensuring their satisfaction, identifying growth opportunities, and fostering long-term relationships.
- Serve as the primary point of contact for critical accounts and work closely with sales and technical teams to deliver tailored solutions.
Team Leadership and Development:
- Lead, mentor, and develop the customer service team to ensure alignment with company goals and the highest service standards.
- Establish training and development programs to improve the team’s technical knowledge and customer service skills.
Customer Experience Strategy:
- Develop and execute strategies for improving the overall customer experience, from onboarding to post-service support.
- Work closely with product and service teams to align offerings with customer needs, continuously improving the product/service feedback loop.
Cross-Functional Collaboration:
· Collaborate closely with the sales, service, and technical teams to ensure customer issues are resolved and that customers receive comprehensive solutions.
· Lead communication efforts to ensure consistency and transparency with customers.
Strategic Leadership:
- Lead and inspire a growing team of customer service and key account professionals, ensuring alignment with company goals and objectives.
- Establish clear communication channels and workflows between customer service, sales, and other business units to streamline operations.
Required relevant professional experience (type / duration)
Education: Bachelor’s degree in business administration, Engineering, or a related field.
Experience: Minimum of 10+ years in customer service, with at least 5 years in a leadership position within the solar, energy storage, or utilities sector.
Leadership Profile:
· Ability to translate overall strategy into strategic objectives for the respective areas of responsibility.
· Acts as the ambassador for change.
· Holds themselves accountable to outcomes and results.
· Works collaboratively within peer group, and across other business areas.
· Driven by a strong customer centric and solution-oriented mindset.
· Experience managing all relevant cost structure within the respective area of responsibility
Other specialized skills
Proficiency in the English language, both written and verbal, is required. German and/or Spanish language skills are a plus.
Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.
Attention to detail and a high level of accuracy are required.
Ability to analyze and solve problems effectively.
Ability to work well independently and as a member of a regional/global team is required.
Ability to manage and prioritize multiple projects/tasks.
Ability to work flexible hours as early morning, evening or weekend work may be required.
A valid driver’s license and an acceptable driving record are required.
This position may require periodic domestic and international travel.
Our EEO Policy
We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one’s race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran’s status, sexual orientation, or any other consideration made unlawful by law.
In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.
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During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA’s staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].
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