Job Title: Senior Manager, Account Service Management
Department: Geek+ Americas Service & Operations
Reports To: Head of Services, Americas
About Geek+ Americas
Geek+ is a global leader in Autonomous Mobile Robot (AMR) solutions for logistics, transforming warehouse operations and supply chain management across North America and beyond. Ranked as the world’s No. 1 AMR market leader for consecutive years, our Americas headquarters in Atlanta, Georgia drives rapid growth and service excellence across Canada, the United States, and LatAm.
Life at Geek+
Plain and simple, we are a team of geeks who love technology and teamwork. We work together to meet any customer needs across the region; we celebrate our wins and learn from our misses. The only thing better than seeing customer operations improved by our AMR technology is seeing it happen on a scale! We are biased to action, getting it done, and thinking differently about how we apply automation technology. We support each other and we are empowered to win.
Position Overview
We are seeking a high-performing Senior Manager, Account Service Management to lead our Americas ASM team. In this pivotal role, you will oversee the account service managers responsible for deployed AMR sites across North Americas. You will drive operational standardization, elevate regional customer satisfaction, manage service project P&Ls, and lead AI-driven service initiatives. As a key partner to the Head of Services, you will directly bridge local site operations, regional sales teams, and global HQ engineering to ensure our logistics automation solutions maintain peak performance.
Key Responsibilities
- Team Leadership & Americas ASM Management
- Direct, mentor, and scale the Americas Account Service Management (ASM) team across regional site portfolios.
- Set team KPIs, operational metrics, and account benchmarks aligned with regional deployment goals and SLA targets.
- Promote a culture of accountability, continuous learning, and client-centric responsiveness within the service organization.
- Service Process Creation, Training & Cross-Functional Integration
- Build, standardize, and optimize ASM operational frameworks, playbooks, and service delivery processes tailored to the Americas warehouse and logistics market.
- Design comprehensive onboarding and continuous training programs for account service managers on AMR systems, client relationship techniques, and ticketing workflows.
- Interface seamlessly across internal functions - including Regional Sales, Technical Support, Field Service Engineering, IT Operations, and HQ Product Engineering - to eliminate communication silos.
- Escalation Architecture & Customer Satisfaction
- Own and refine the end-to-end customer escalation framework, serving as the senior point of escalation for complex, mission-critical operational incidents (S1/S2 system outages).
- Take full ownership of regional Customer Satisfaction (CSAT) and NPS, ensuring high client retention and health across active AMR installations.
- Lead cross-team investigations into systemic issues, ensuring clear Root Cause Analysis (RCA) and Corrective Request (CR) documentation, and presenting executive-level resolutions to client leadership.
- Service Portfolio Management & P&L Accountability
- Manage the financial performance of the Americas service project portfolio, owning account-level Profit & Loss (P&L) to drive revenue growth and operational margin expansion.
- Conduct in-depth cost and profit analyses across site maintenance contracts, spare parts management, software change requests, and emergency call-outs.
- Oversee quota tracking, order processing, invoicing, and payment collection in coordination with regional finance.
- Service Product Advocacy & Commercial Support
- Champion the value of Geek+ service products across the region, actively promoting spare parts packages, extended annual service contracts, system upgrade projects, and specialized on-demand support.
- Participate in high-value client QBRs (Quarterly Business Reviews), strategic account meetings, and joint sales calls to demonstrate account management rigor and unlock account expansion opportunities.
- Partner with HQ Services in Beijing and regional commercial teams to co-develop and package localized service offerings tailored to North American customer requirements.
- AI & Innovation Initiatives in Service Management
- Lead the evaluation and deployment of AI-powered technologies within the ASM department to streamline ticket handling, automate routine reporting, and improve proactive communication.
- Leverage predictive analytics and AI tools to identify operational trends, forecast spare part requirements, and optimize preventive maintenance schedules across regional customer fleets.
- Strategic Execution & Executive Initiatives
- Execute strategic service initiatives, special projects, and operational assignments directly assigned by the Head of Services, Americas.
Qualifications
Experience & Leadership
- Industry Experience: 6+ years in technical account management, service management, or customer success, specifically within robotics, automated material handling, supply chain tech, warehouse automation, or complex industrial hardware/software.
- People Leadership: 3+ years of direct experience building and managing customer service or technical account teams in a high-growth environment.
- Education: Bachelor’s degree in Supply Chain, Industrial/Mechanical Engineering, Business Administration, Computer Science, or a related field (or equivalent practical experience).
Key Technical & Operational Competencies
- Financial Mastery: Strong commercial acumen with proven success managing multi-account service P&Ls, margin optimization, and contract upsells.
- Process Engineering & Systems: Hands-on experience with service ticketing software (e.g., Jira, ServiceNow, Salesforce Service Cloud), process mapping, and integrating modern AI/analytics tools into service operations.
- Incident & Crisis Management: Proven ability to manage high-pressure client escalations, coordinate complex RCA/CR workflows across multi-disciplinary technical teams, and restore client confidence.
- Communication & Language: Outstanding written, verbal, and executive presentation skills. Bilingual fluency in English and Mandarin Chinese is required to bridge regional Americas operations with global HQ development teams.
