WHO WE ARE

At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

The Customer Service Account Manager serves as the client’s primary business contact and is responsible for client satisfaction. Customer Services Account Manager will have proven experience and understanding of the logistics management processes.
In this position, you will be responsible for the preparation, oversight, and negotiation of technical and complex quotes for our automated logistics systems and their underlying controls of $3 million USD or higher, including project enhancements, upgrades, change requests, and services according to customer’s requests.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Strategically plan the budget and business needs for the service accounts
• Forecast quarterly and fiscal year for all accounts
• Responsible for the Service Operations team while also overseeing all maintenance contracts and hotline concerns
• Serve as the account liaison, responsible for all client communications, conflict resolutions, and compliance on deliverables
• Responsible for project management of enhancements and upgrades along with overseeing invoicing and maintenance projects
• Build a strong partnership with internal Sales department and other internal partners
• Operate as the lead point of contact for any and all matters specific to our customers, building and maintaining strong, long-lasting customer relationships
• Ensure timely and successful delivery of our solutions tailored to the customer’s needs and objectives, developing strategic initiatives and diligently following up with clients
• Manage projects and enhancements
• Forecast and track customers’ upgrade needs
• Forecast upgrade and enhancements budget and keep it up to date throughout the fiscal year
• Act as the escalation point where needed in addition to service operations
• Work closely with the Austrian headquarters and other subsidiaries