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 Role

Geek+ 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 Responsibilities

Account 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.