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 weve 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 longterm customer satisfaction and loyalty. The Sr. Director will be responsible for developing and executing strategies to enhance the customer experience and expand SMAs customer base in largescale projects.

The role involves collaborating with crossfunctional teams including sales service and product management to ensure that customer expectations are exceeded and the companys 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 longterm 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 teams technical knowledge and customer service skills.

Customer Experience Strategy:

• Develop and execute strategies for improving the overall customer experience from onboarding to postservice support.
• Work closely with product and service teams to align offerings with customer needs continuously improving the product/service feedback loop.

CrossFunctional 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: Bachelors 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 solutionoriented 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 drivers 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 ones 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) veterans 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 theapplication.

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