Service Account Manager, Specialist

The primary responsibility of the account manager is to perform customer relationship management and improve customer satisfaction for customer accounts operating in the USA and Canada.

The primary objective is to maximize each account's business performance and profitability through frequent customer engagement, customer service, and issue resolution by facilitating cross-functional collaboration through team building and promoting a consistent high-quality customer experience.

Account managers collect information and assist in the processing and analyzing of that information, including but not limited to customer feedback, sales leads, and market intelligence that will support innovations in operational support processes, sales processes, and new product development. Account executives act as the principal catalysts for sales development within their assigned accounts, orchestrating and optimizing business ventures in concert with the sales and operations departments to augment financial gains.

Account managers build long-lasting, interpersonal, and mutually beneficial relationships with key customer contacts, including customer operations managers, asset managers, engineering managers, and certain directors or executives.

The account manager also supports internal stakeholders (internal customers) by representing significant issues to the customer on behalf of Vestas. The account manager partners across organization boundaries with units like operations, engineering, product, sales, and business development, as well as legal, finance, and contracting personnel both locally and globally to develop goals, administer projects, approach issues, and implement a range of corporate strategies.

The scope of each account includes all operational regions and revenue channels associated with that account, including but not limited to all forms of long-term and short-term service contracts, self-perform support agreements, aftermarket transactional sales, commercial settlements, or any other business transaction or interface that may occur in the assigned account.

The account manager is responsible for developing, maintaining, communicating, and revising account plans and strategies to support the organizational vision and goals of the Vestas Service group. The account manager is responsible for facilitating, overseeing, and presenting customer business reviews or other critical customer engagements.

A high aptitude in customer-facing roles, interaction processes, consensus building, digital tool usage, and practical problem identification and intervention is crucial for this position. Candidates will apply critical thinking skills and develop strategies informed by data and experience. Candidates should be resourceful, analytical, adaptable, and organized, with the ability to build rapport with clients and internal stakeholders. The ideal candidate will have an interest in supporting others and a desire to provide exceptional customer service.

Qualifications

Education and Degrees:

• Bachelor's degree in technical sales, account management, sales engineering, or a customer service or support-related field is required.
• A Master's degree in business management, technical sales, or an equivalent discipline is valued.

Experience:

• Minimum 5 years of experience in technical sales, account management, or customer service or support within a technical context
• Experience in operations management will also be considered.

Industry Knowledge:

• Preferred experience in renewable power generation.

Technical Skills:

• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Teams, Sharepoint, Power BI).
• Software Familiarity:
• Experience working with enterprise resource programs (ERP) and customer relationship management (CRM) software similar to SAP and Salesforce is valued.

Travel and Independence:

• Ability to travel at least 25% for in-person customer engagements across various North American cities, with quarterly visits to Portland HQ.

Competencies

• CRM Task Management: Employ issue and case management methodologies, along with platforms like Salesforce, SharePoint, JIRA, or similar applications, to handle Customer Relationship Management (CRM) activities effectively.
• Negotiation and Communication: Negotiate, develop, and deliver official letters, notices, and commercial settlements to customers. Facilitate understanding of complex contracts, legal documents, and technical/regulatory materials associated with each account.
• Data Accuracy and Oversight: Oversee Customer account Master Data to ensure accuracy across all processes and systems. Oversee client information accessibility and furnish assistance for digital customer engagement platforms.
• Compliance and Feedback: Facilitate customer compliance and audit requests, including regulatory, ESG, CSR, ethics, and diversity matters. Analyze Net Promoter Score (NPS) surveys and other feedback sources to develop actionable responses.
• P&L Responsibilities: Participate in account Profit & Loss (P&L) activities related to financial settlements, bad debt, bonus/LD calculations, cost avoidance, legal claims, and warranty issues.
• Effective Communication and Soft Skills: Communicate and negotiate corporate-level business proficiently in English. Deploy soft skills and social tact during key customer engagements, such as trade shows, conferences, and business reviews.

What we offer

We offer an exciting position with great development opportunities in an inspiring environment at the world's number one wind turbine producer. We value initiative, responsibility, and accuracy. You will become part of an international environment with a commitment to sustainability and safety and you will work among colleagues that take care of each other.

• Great benefits coverage that includes dental and vision
• Generous Paid Time Off policies 
• 401(k) plan
• Tuition assistance
• Highly developed Training Program
• Global bonus program

CCPA Notice for California Applicants

BEWARE – RECRUITMENT FRAUD
It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

DEIB Statement
At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

About Vestas
Vestas is the energy industry’s global partner on sustainable energy solutions. We specialize in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore. 
Across the globe, we have installed more wind power than our competitors in the renewable energy arena. We consider ourselves forerunners within the industry, as Vestas continuously aims to design new solutions and technologies to create a more sustainable future for all of us. With more than 173 GW of wind power installed worldwide and 40+ years of experience in wind energy, Vestas has an unmatched history demonstrating our expertise within the field. 
With 29,000 employees globally, Vestas is a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future. 
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives, and gives everyone equal access to opportunity. 
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.