Senior Service Account Manager (m/w/d)

Job Description

The Service Account Manager will be the primary point-of-contact for customers of EV Solution who own and operate Energy Vault battery energy storage systems. You will own the customer relationship. You will be accountable for all aspects of Energy Vault's contractual obligations after project handover, including service ticket and work order management, warranty repairs, maintenance planning, billing for non-warranty claims, vendor support, periodic performance and work history reporting, and general customer satisfaction. This position is key to proving a positive experience for Energy Vault's customers that is key to ensuring future repeat project business. You will interface numerous individuals, organizations and companies to insure rapid resolution of service-related issues. You will also be responsible for managing and reporting the P&L status of these contracts.

Your Mission

• Ensure general customer satisfaction with Energy Vault products and services.
• Complete understanding of the original project delivery and the long-term-service-agreement (LTSA) contracts.
• Address customer issues in a timely manner.
• Hold periodic meetings with customers and appropriate internal stakeholders (typically bi-weekly service updates, and quarterly operations updates).
• Manage and coordinate site activities with the customer, service support resources, and vendors.
• Creating, managing, and driving service tickets to closure in a timely manner.
• Drive assigned parties to perform necessary tasks to support and resolve service tickets expeditiously.
• Monitor and provide periodic P&L reports on the financial performance of the LTSA contracts.
• Identify and report project issues that can result in financial risks.
• Assist Sales with best terms and practices for new service opportunities.
• Determine if service issues are covered under warranty per the contract.
• Create and manage change-orders to existing contracts for additional works and services not covered by warranty in the LTSA contracts.
• Create purchase requests for material and vendor services.
• Maintain a running schedule of all planned maintenance services. Schedule and manage all planned and unplanned maintenance services.
• Coordination of site works with the Field Service team, equipment suppliers, and 3rd party service providers.
• Ensure timely payment of outstanding customer invoices.
• Ensure internal resources accurately bill time worked on projects.
• Manage accurate inventories of spare parts. Manage periodic inventory inspections with Field Service.
• Work closely with numerous internal Energy Vault departments to communicate lessons learned and improved ways of working (Field Service, Technical Support, Product Engineering, Software Engineering, Procurement, Accounting, etc.).

Your Background

• 5+ years of experience in account management, customer service, or service operations within the energy, renewable energy, or energy storage industry.
• A general technical understanding of the equipment used in energy storage projects is desirable.
• Strong background in managing customer relationships, ensuring contract compliance, and driving customer satisfaction.
• Experience working with global customers and vendors, demonstrating the ability to navigate cultural and regional differences in service expectations and business operations.
• Proven ability to manage long-term service agreements (LTSAs), including warranty claims, maintenance planning, and billing processes.
• Proficiency using common PC applications such as Word, Excel, Power Point, etc.
• Experience in financial management of service contracts, including P&L oversight and revenue forecasting.
• Familiarity with field service operations, coordination of site work, and managing third-party service providers.
• Exceptional communication and interpersonal skills, with a strong ability to collaborate across internal teams and external stakeholders.
• Problem-solving mindset with the ability to analyze service issues and implement proactive solutions.
• Strong organizational and project management skills, with the ability to prioritize competing demands effectively.
• High attention to detail and a commitment to quality service delivery.
• Expected travel: Up to 10% domestic and/or international travel as needed to support customer service and operational needs.
• Comfortable thriving in fast-paced, rapid growth environments.
• A passion for sustainability, our mission, and our vision is a bonus!

Benefits of Powering the Future with Energy Vault

• Annual bonus plan.
• Restricted Stock Units (RSUs).
• Reimbursement for approved home office equipment.
• Reimbursement for home internet, including mobile phone, up to AUD $85 per month.
• Wellbeing Leave.
• Employee Assistance Program.
• Access to novated leasing.
• Option to purchase additional leave.