Account Service Manager - Amer

Location: Remote (Preferred hub locations: Toronto, Canada | Atlanta, GA | Houston, TX)
Coverage: United States and Latin America
Travel: Up to 25% (domestic and international across U.S., Canada, Mexico, and LATAM)
Languages Required: Fluent English and Spanish or Portuguese
Mobility: Must possess valid travel documentation and the ability to travel freely between the U.S., Canada, Mexico, and Latin American countries without restriction
About the RoleGeek+ is a global leader in Autonomous Mobile Robot (AMR) solutions for warehouse automation. We are seeking an Account Service Manager (ASM) – AMER to own and grow post-deployment customer relationships across North and South America.
This is a remote, commercial, and relationship-centric role with a strong technical foundation. As the primary partner for our enterprise accounts, you will drive customer retention, service performance, escalation leadership, and service revenue growth. The ideal candidate blends executive-level communication and account management with enough technical fluency in robotics, IT, or automation to speak credibly with customer operations and technical teams.
Key ResponsibilitiesAccount Management & Growth
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.
Qualifications
Experience: 2-10 years in account management, customer success, or client-facing service management within a technical B2B environment.
Relationship Building & Cross-Team Communication: 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.
Problem-Solving Skills: Strong analytical and critical-thinking abilities to de-escalate customer concerns, navigate complex operational challenges, and lead issue resolution under pressure.
Technical Credibility: Background or demonstrated literacy in robotics, warehouse automation, WMS/WES software, IT systems, or industrial engineering (engineering degree not required).
Languages: Native/Bilingual fluency in English and either Spanish or Portuguese is required.
Mobility & Travel: Willingness to travel up to 25%. Must possess a valid passport and the ability to travel freely across the U.S., Canada, Mexico, and LATAM countries without restriction.
Commercial Aptitude: Proven track record in service sales, contract negotiations, renewals, and account health management.
Preferred Qualifications
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.
What Success Looks Like
Customer Retention & Relationship Health: Strong, trusted relationships with key client decision-makers and high overall customer satisfaction.
Seamless Cross-Functional Alignment: Effective communication and collaboration between customer teams and Geek+'s internal engineering, product, field service, and regional sales groups.
Proactive Problem Solving & Escalation Leadership: Swift, structured resolution of critical issues (S1/S2), driving thorough root-cause analyses and preventing recurrence.
Account Growth: On-time SLA renewals and measurable service revenue expansion across assigned accounts.
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